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 - Chinese Team (Based in Kuala Lumpur), 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.
Key responsibilities:
- 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.
- 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 Operations Manager if needed.
Requirements:
- Minimum 1.5 years of experience in a team lead role within a contact center environment.
- Excellent English and Chinese communication skills (verbal and written).
- Willing to work in a shifting 24/7 schedule.
- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes.
- Excellent personal and interpersonal skills.
- 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.