Customer Experience Team Manager - Chinese Team (based in Foshan)

The role

You will lead a team of at least 15 contact center agents in an inbound contact center set up. You will support business objectives and provide coaching, direction, and guidance to agents.

What you will do

• Lead a team of at least 15 contact center agents in an inbound contact center set up.
• Continuously monitor the traffic and take required action to ensure service levels are met.
• Provide constructive feedback, coach, mentor, motivate and evaluate team performance.
• Identify performance gaps and implement action plans.
• Ensure implementation of customer service structures and procedures.
• Analyze multi channel traffic reports and suggest improvements.
• Monitor team attendance and implement corrective action.
• Assist with planning coverage and aligning staffing.
• Supervise the quality assurance process and related training.
• Participate in recruitment activities.

Required qualifications

• At least 2 years of people management experience in a contact center environment.
• Excellent English and Chinese (Mandarin) communication skills (verbal and written).
• Willingness to work on 24/7 rotating shifts including public holidays and weekends.
• Proven track record in evaluating, analyzing, implementing, leading, and monitoring processes.
• Strong interpersonal skills and ability to build partnerships with other departments.
• Ability to handle multiple projects and manage timelines.
• Experience in hiring, training, coaching and people management practices.
• Proficiency in Microsoft products including Word, Excel and PowerPoint.

Nice to have

• Experience in managing stakeholder is a plus
• Experience in managing remote teams is an advantage

Benefits

• Highly diverse, multicultural work environment
• Flexible Hybrid Work Model
• One-time WFH allowance
• Performance-linked bonus
• Agoda staff discount on bookings
• Career development opportunities
• Supplemental medical and life insurance
• Employee well-being programs

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 hotels, flights, and experiences worldwide.