Customer Experience Team Manager - English Team (Based in Kuala Lumpur)

Get to Know our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

The Opportunity:

Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?

We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Kuala Lumpur, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity. 

In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members’ strengths, weaknesses and motivations.

The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.

You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.

In this Role, you'll get to: 

• Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
• Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
• Ensure the proper and effective implementation of new and existing customer service structures & procedures
• Understand & analyze traffic reports, proactively make suggestions for improvement
• Monitor team attendance, document infractions and implement corrective action
• Assist with planning/organizing the proper coverage & align staffing
• Supervise the quality assurance process and related training of staff members to ensure quality customer service.
• Participate in recruitment activities (screening, interviewing)
• Act as a backup of Operations Manager if needed

What you'll Need to Succeed:

• Minimum 2 years experience in a team lead role within a contact center environment. In this role you will be leading a team of 15 customer experience agents.
• Excellent English communication skills (verbal & written). 
• Willing to work in shifting schedule.
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
• Must be able to handle multiple projects and effectively manage different timelines
• Proven experience and knowledge in effective hiring, training, coaching and people management practices
• Experience in managing remote teams is an advantage
• Proficiency in Microsoft products including Word, Excel and PowerPoint

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