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 Contact Center Team Manager based in Gurgaon, 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.
In this position, 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.
Your responsibilities will include:
- Continuously monitoring traffic and highlighting discrepancies, taking actions on the spot if needed to ensure that service levels are met
- Providing constructive feedback, coaching, mentoring, and evaluating the performance of the team on a regular basis
- Identifying performance gaps, formulating action plans to address identified gaps, implementing and monitoring action plans to ensure success
- Ensuring the proper and effective implementation of new and existing customer service structures and procedures
- Analyzing traffic reports, proactively making suggestions for improvement
- Monitoring team attendance, documenting infractions, and implementing corrective action
- Assisting with planning and organizing proper coverage and aligning staffing
- Supervising the quality assurance process and related training of staff members to ensure quality customer service
- Participating in recruitment activities (screening, interviewing)
- Acting as a backup of Operations Manager if needed
To succeed in this role, you will need:
- At least 2 years of people management experience in a contact center environment
- Experience managing a team of at least 15 in an inbound contact center environment
- Excellent English communication skills (verbal and written)
- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance
- Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
- 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