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

The role

You will lead a team of approximately 15 contact center agents in an inbound setup. You will support business objectives and provide coaching, guidance, and performance monitoring to the team.

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 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 the quality assurance process and related training
• Participate in recruitment activities

Required qualifications

• Minimum 1.5 years experience in a team lead role within a contact center environment
• Excellent English and Chinese communication skills (verbal and 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. They connect people to destinations and experiences through travel deals.