# Customer Experience Team Manager - Korean Team (Based in Bangkok)

**Company**: Agoda
**Location**: Bangkok
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8312501?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b25397bf-0ea

## 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 Bangkok), 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.

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:

- Leading a team of contact center agents

- Monitoring traffic and taking actions to ensure service levels are met

- Providing constructive feedback and coaching to team members

- Identifying performance gaps and formulating action plans

- Ensuring the proper implementation of customer service structures and procedures

- Analyzing multi-channel traffic reports and making suggestions for improvement

- Managing team attendance and implementing corrective actions

- Assisting with planning and organizing proper coverage and aligning staffing

- Supervising the quality assurance process and related training of staff members

- Participating in recruitment activities

- Acting as a backup of Regional Manager if needed

To succeed in this role, you will need:

- At least 2 years of people management experience in a contact center environment

- Excellent English and Korean communication skills (verbal and written)

- Ability to work on 24/7 rotating shifts as per business requirements

- 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

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

## Skills

### Required
- English
- Korean
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Contact Center Operations
- People Management
- Customer Service

### Nice to have
- Experience in managing stakeholders
- Experience in managing remote teams

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8312501?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)