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.
You will lead a team of specialists who work with customers, partners, senior executives, and our Public Relations, Technology, Product and Legal teams. You will build a culture of continuous improvement, where your team digs into root causes, understands that every customer's situation is different, and acts early to prevent the next incident.
Responsibilities
- Coach, mentor and manage a team of CSI specialists, building a culture of excellence, accountability and continuous learning.
- Coach beyond the task at hand, so your team builds strong critical thinking and problem-solving skills for complex escalations.
- Own your goals and projects from start to finish, whether they are assigned to you or ones you start yourself.
- Be the key decision-maker for your team during complex, high-stakes escalations.
- Find the root causes of recurring escalations and push for lasting fixes, not just quick workarounds.
- Build strong relationships with internal partners such as Legal, Public Relations, Product, Supply and senior leadership, influencing without direct authority to clear blockers.
- Manage your team's escalation queue and backlog.
- Use raw data, dashboards and performance reports to diagnose gaps, suggest improvements and build the case for change.
- Own an assigned area of our operations: put new and existing processes into practice and keep procedures and documentation current and accurate.
- Manage team members fairly and consistently, and keep management track above par.
- Oversee quality checks and related training, and hold the team to the highest standards of case handling and our customer conduct standards.
- Treat team morale as a core part of your job.
- Delegate and share responsibilities so the team does not rely on you for every decision, help grow future leaders, and run team meetings that are engaging, relevant and lead to action.
- Take part in hiring, including screening and interviewing candidates.
Requirements
- People management experience leading a team of 8 or more in a contact centre or customer support environment, escalation or senior specialist is preferred.
- Excellent spoken and written English & Hindi, and the ability to explain complex situations clearly and confidently to anyone.
- Willingness to work 24/7 rotational shifts, including weekends and public holidays.
- A strong track record of reviewing, improving and running processes that lift efficiency and team performance.
- A focus that goes beyond numbers - you care about the quality of each resolution and the customer's whole experience.
- Experience influencing teams such as Legal, Public Relations, Product or Supply without direct authority, managing senior leaders' expectations and pushing back when needed to protect your team's focus.
- The ability to manage several projects and deadlines at the same time.
- A calm, professional and respectful approach under pressure, with the ability to prioritise well when several high-stakes issues land at once.
- Comfort with ambiguity and fast change, and an openness to feedback.
- Proven experience in hiring, training, coaching and managing people.
- Good working knowledge of AI tools, SQL, Tableau or similar data tools, plus Microsoft Word, Excel and PowerPoint.