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Customer Experience Team Manager - Chinese Team (Based in Kuala Lumpur)

Job Overview

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.

Key points

  1. Lead a team of approximately 15 contact center agents in an inbound contact center setup.

  2. Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met.

  3. Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.

  4. Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.

  5. Excellent English & Chinese communication skills (verbal & written).

  6. Willing to work in shifting 24/7 schedule.

  7. Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff…

  8. Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.

Languages

Mandarin required

Skills

Customer SupportInterviewingRecruitingExcelCommunication

Experience: Mid-level · 5 years