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 - Korean Team (Based in Seoul), you will lead a team of approximately 15 contact center agents in an inbound contact center setup. You will support both determined business objectives (KPIs) as well as act as a motivator and decision maker to ensure that the group is working efficiently and in unity.
Responsibilities:
- Lead a team of approximately 15 contact center agents in an inbound contact center setup.
- 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.
- 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 & procedures
- Understand & analyze multi channel traffic reports, proactively make suggestions for improvement
- Monitor team attendance, document infractions and implement corrective action
- Assist with planning/organizing the proper coverage & align 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 Regional Manager if needed
Requirements:
- At least 2 years of people management experience in a contact center environment.
- Excellent English & Korean communication skills (verbal & written).
- Able to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
- 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 stakeholder is a plus.
- Experience in managing remote teams is an advantage
Benefits:
- 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 & life insurance
- Employee well-being programs