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 - Japanese Team (Based in Yokohama), you will support business objectives and act as a motivator and decision maker to ensure 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.
In this role, you'll get to:
- Lead a team of approximately 15 contact center agents in an inbound contact center setup.
- Continuously monitor traffic and highlight discrepancies, taking actions on the spot if needed to ensure 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 traffic reports, proactively make suggestions for improvement.
- Monitor team attendance, document infractions, and implement corrective action.
- Assist with planning and 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 Regional Manager if needed.
What you'll need to succeed:
- At least 2 years of people management experience in a contact center environment.
- Excellent English and Japanese communication skills (verbal and written).
- Ability to work on 24/7 rotating shifts as per business requirements, including on public holidays and weekends.
- Proven track record of 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.