Description
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
As a Customer Experience Team Manager - Chinese Team (based in Foshan), you will support business objectives and act as a motivator and decision maker to ensure that the group is working efficiently and in unity. You will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center.
Key responsibilities:
- Lead a team of at least 15 contact center agents in an inbound contact center set up.
- Continuously monitor traffic and highlight discrepancies, supporting and taking required action as 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.
- Identify performance gaps, formulate action plans to address identified gaps, implement, and monitor action plans to ensure success.
- Ensure the proper and effective implementation of new and existing customer service structures and procedures.
- Understand and analyze multi-channel traffic reports, proactively making suggestions for improvement.
- Monitor team attendance, document infractions, and implement corrective action.
- Assist with planning/organizing proper coverage and aligning staffing.
- Supervise the quality assurance process and related training of staff members to ensure quality customer service.
- Participate in recruitment activities (screening, interviewing).
- Act as a backup of Operations Manager, if needed.
Requirements:
- 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 as per business requirements, including on public holidays and weekends.
- Proven track record in 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.
- Experience in managing stakeholders is a plus.
- Experience in managing remote teams is an advantage.
What we offer:
- A highly diverse, multicultural work environment.
- Flexible Hybrid Work Model (with a one-time WFH allowance).
- A compensation package, including benefits and performance-linked bonus, that is competitive for the role and aligned with country and industry standards.
- Agoda staff discount on bookings.
- Career development opportunities.
- Supplemental medical and life insurance.
- Employee well-being programs.