Customer Experience Team Manager - English Team

Role Overview: As a Contact Center Team Manager at Agoda, you will play a crucial role in supporting determined business objectives and motivating the team to work efficiently and cohesively. You will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to ensure the success of the contact center. Your responsibilities will include providing guidance to customer care specialists, coaching team members, and contributing to organizational and employee skills development. Key Responsibilities: - Continuously monitor the traffic, identify discrepancies, and take immediate actions to maintain service levels - Provide constructive feedback, coach, mentor, motivate, and evaluate team performance regularly - Identify performance gaps, develop action plans, implement and monitor these plans for success - Ensure proper implementation of customer service structures and procedures - Analyze traffic reports, make proactive suggestions for improvement - Monitor team attendance, document infractions, and implement corrective actions - Assist in planning and organizing staffing coverage - Supervise quality assurance processes and provide related training to staff for quality customer service - Participate in recruitment activities such as screening and interviewing - Act as a backup for the Operations Manager when required Qualifications Required: - At least 2 years of people management experience in a contact center environment - Managing a group of at least 15 people in an inbound contact center setup - Excellent English communication skills (verbal & written) - Strong track record in evaluating, analyzing, implementing, leading, and monitoring processes for improved center efficiency and staff performance - Excellent personal and interpersonal skills for building partnerships with various departments - Ability to handle multiple projects and manage different timelines effectively - 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 Please note that your application will be kept on file for future vacancies, and you can request to have your details removed as per our privacy policy.,