Customer Experience Team Manager – English Team

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• Minimum 2 years experience in a team lead role within a contact center environment
• Excellent English communication skills (verbal & written)
• Willing to work in shifting schedule
• Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes
• Excellent personal and interpersonal skills
• Ability 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

Benefits

• Equal Opportunity Employer
• Diverse and inclusive environment
• Opportunity to work with a multinational team
• Chance to contribute to a global contact center network