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 Regional Customer Service Manager - Operations, you will lead the customer service teams supporting English languages as they provide support to customers across voice, email, chat, and back-office activities. You will provide vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting.
Responsibilities:
- Identify operational issues affecting the team and provide recommendations to customer service leaders
- Understand key drivers of SLA performance and recommend structural adjustments to customer service leaders and enablement teams
- Take ownership to understand how changes outside the team will impact the team and prepare the team well for this
- Understand the key drivers of customer satisfaction & dissatisfaction and work with customer service leaders to address customer dissatisfaction
- Regularly review customer feedback and QA insights to help educate teams about Agoda products and services
- Inspire, coach, mentor, and develop emerging customer service leaders
- Create a positive team culture, employee engagement where teams understand and live Agoda values
Requirements:
- A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities
- Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach
- The ability to successfully lead or support multiple initiatives concurrently
- A proven track record of leading change
- Persuasive skills to convince senior leaders
- Excellent verbal and written communication skills in English
- E-commerce or travel industry experience is a plus
- Strong background in multi-channel Contact Center / BPO operations
- Knowledge of PC applications / tech savvy
- Must be an assertive team player with high energy to work in fast-paced environment
- Ability to work with very minimal guidance or supervision in a time critical environment
- Strong time management skill
Nice to Have:
- Certifications in Project Management – such as PMP, Six Sigma, COPC, or equivalent credentials
- Travel Industry Expertise – experience within the travel sector, especially with Online Travel platforms or services
- Process Migration – proven experience in leading complex process migrations
- Team Building Experience – demonstrated success in growing, structuring, and managing high-performance teams
- Passion for the Travel Industry – a genuine enthusiasm for travel that fuels both personal and professional growth
- Bahasa language proficiency