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

The role

You will support business objectives and act as a motivator and decision maker for a team of 15 customer experience agents. You will provide coaching, monitor traffic, and work with the operations management team to support the contact center.

What you will do

• Monitor traffic and take action to ensure service levels are met
• Coach, mentor, motivate and evaluate team performance
• Identify performance gaps and implement action plans
• Ensure implementation of customer service structures and procedures
• Analyze traffic reports and suggest improvements
• Monitor team attendance and implement corrective action
• Assist with planning coverage and aligning staffing
• Supervise quality assurance process and staff training
• Participate in recruitment activities
• Act as a backup of Operations Manager if needed

Required qualifications

• Minimum 2 years experience in a team lead role within a contact center environment
• Excellent English communication skills (verbal & written)
• Strong track record of evaluating, analyzing, implementing, leading, and monitoring processes
• Excellent personal and interpersonal skills
• Ability to handle multiple projects and manage different timelines
• Proven experience and knowledge in hiring, training, coaching and people management practices
• Proficiency in Microsoft products including Word, Excel and PowerPoint

Nice to have

• Experience in managing remote teams

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through travel deals.