Customer Experience Team Manager - Japanese Team (Based in Yokohama)

The role

You will lead a team of approximately 15 contact center agents in an inbound setup. You will support business objectives, coach staff, and monitor traffic to ensure service levels are met.

What you will do

• Lead a team of approximately 15 contact center agents in an inbound contact center setup.
• Continuously monitor the traffic and take actions to ensure service levels are met.
• Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• Identify performance gaps and implement action plans.
• Ensure the proper and effective implementation of customer service structures and procedures.
• Understand and analyze traffic reports and suggest improvements.
• Monitor team attendance, document infractions and implement corrective action.
• Assist with planning/organizing the proper coverage and align staffing.
• Supervise the quality assurance process and related training of staff members.
• Participate in recruitment activities including screening and interviewing.

Required qualifications

• At least 2 years of people management experience in a contact center environment.
• Excellent English and Japanese communication skills (verbal and written).
• Able to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
• Proven track record of evaluating, analyzing, implementing, leading, and monitoring processes to enhance contact center efficiency and staff performance.
• Strong interpersonal skills and abilities in building partnerships with other departments and interacting with diverse individuals.
• Ability to handle multiple projects and effectively 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
• Compensation package including benefits and 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 holiday properties.