Regional Customer Service Manager - English Team (India)

Agoda is an online travel booking platform that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, along with flights, activities, and more. As part of Booking Holdings, Agoda's diverse team of 7,100+ employees from 95+ nationalities in 27 markets fosters a work environment rich in diversity, creativity, and collaboration. The company innovates through a culture of experimentation and ownership, enhancing the ability for customers to experience the world. The purpose of Agoda is to bridge the world through travel, believing that travel allows people to enjoy, learn, and experience more of the amazing world we live in, bringing individuals and cultures closer together, fostering empathy, understanding, and happiness. The team at Agoda is skillful, driven, and diverse, united by a passion to make an impact by harnessing innovative technologies and strong partnerships to make travel easy and rewarding for everyone. The Customer Support Team at Agoda provides in-person, real-time help in 38 languages to address the everchanging environment of travel. They actively seek ways to improve customer experiences beyond answering phone calls or emails, collaborating with other teams to develop new and effective products that drive Agoda's business performance. As a dynamic leader with a multicultural background, the role of Manager of Customer Experience Group at Agoda involves leading English language customer service teams across voice, email, chat, and back-office activities. The manager is responsible for providing vision, leadership, and guidance to team leaders and associates, setting performance goals, and communicating effectively with the team to create a climate of open information sharing. This role requires strong personal and professional skills in running global operations teams, with a focus on enabling local teams to succeed. Key responsibilities include identifying operational issues affecting the team, understanding key drivers of SLA performance, recommending structural adjustments, preparing teams for changes, addressing customer dissatisfaction, reviewing feedback and QA insights, inspiring and developing emerging leaders, fostering a positive team culture, and ensuring ethical team practices. The ideal candidate for this role should have a minimum of 10 years of work experience, with at least 3 years in a senior operational role, excellent problem-solving capabilities, persuasive skills, a fast-paced approach to decision-making, and strong communication skills in English. Experience in e-commerce or the travel industry is a plus, along with knowledge of multi-channel Contact Center/BPO operations and tech savvy. The candidate should be an assertive team player with high energy, able to work independently in a time-critical environment, and possess strong time management skills. Additional qualifications such as certifications in Project Management, travel industry expertise, experience in new country expansion or process migration, team-building experience, and a passion for the travel industry are advantageous. Agoda is an equal opportunity employer and keeps applications on file for future vacancies, allowing candidates to request removal of their details from the file. For more details, please refer to the company's privacy policy.,