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Change Enablement Lead – Yokohama
Company | Agoda |
Address | Area DKI Jakarta, Indonesia |
Employment type | FULL_TIME |
Salary | |
Category | Teknologi, Informasi, dan Internet |
Expires | 2023-06-21 |
Posted at | 1 year ago |
About Agoda
- Provide efficient and regular change related reporting and insights to management (e.g. low usage of agent tools , agent and process opportunities identified from QA results)
- Support implementation of changes in the organization by working with Project Managers and senior stakeholders
- Contributes to cross site discussions with others in the Change Enablement role to share learnings and best practices
- Build healthy and professional relationships with team members and stakeholders to establish and nurture a culture of open feedback, collaboration, encouragement, and delivery to high standards.
- Together with Project Managers – analyze issues, identify risks, report accordingly to management and propose solutions to be implemented
- Be an example to the team through behavior, living up to the Agoda values and CEG leadership behaviors.
- Facilitate focus group discussions to gather insights and provide recommendations to bring operational efficiency
- Support and Motivate teams to embrace change.
- Collaborate with local site leaders to com municate updates, p repare localized deployment plans by breaking down workstreams, activities and timelines as well as recommend solutions where change adoption is a challenge .
- Ensure appropriate feedback mechanisms are in place locally by creating and encouraging a positive environment to ensure issues/bugs/usability feedback is collected and made available to initiating teams.
- Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
- Excellent interpersonal skills and the confidence to deal with people at all levels
- Collaborative approach to work across functions and levels across departments and ensure a productive work culture
- Strong communication skills in English and Japanese , conceptual ability and ability to work well with stakeholders at all levels.
- Comfortable with uncertainty and experimentation
- Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements
- Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint)
- Ability to multi-task and work with constant deadlines
- Familiarity with project management approaches, tools and phases of the project lifecycle
- Procedural & product knowledge
- Experience in a contact center environment
- Experience and knowledge of change management principles, methodologies and tools
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