Customer Experience Team Manager - Chinese Team

Get to Know our Team

Agoda’s Customer Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. 

Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance.    

Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.  

The Opportunity:

Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?

We are looking for a talented, energetic, result-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Foshan, 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  will provide direction, instructions and guidance to the  contact center agents to achieve their targets by understanding their team members’ strengths, weaknesses and motivations.

The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.

You will also be expected to contribute ideas for continuous organizational and employee skill development including at the global level impacting our international contact center network.

In this role, you'll get to: 

• Lead a team of at least 15 contact center agentsin an inbound contact center set up. 

• Continuously monitor the traffic & highlight discrepancies and support and take required action as needed to ensure that 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 & procedures 

• Understand & analyze multi channel traffic reports, proactively make suggestions for improvement 

• Monitor team attendance, document infractions and implement corrective action 

• Assist with planning/organizing the proper coverage & align 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 

What You'll Need to Succeed:

• At least 2 years of people management experience in a contact center environment.
• Excellent English & Chinese(Mandarin) communication skills (verbal & written). 
• Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
• 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 stakeholder is a plus
• Experience in managing remote teams is an advantage

What 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 & life insurance

• Employee well-being programs