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Customer Experience Team Manager - Japanese Team (Based in Yokohama)

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 & Japanese communication skills (verbal & written).

  6. Able to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.

  7. Proven track record of evaluating, analyzing, implementing, leading, and monitoring processes to enhance contact center efficiency and staff performance.

  8. Ability to handle multiple projects and effectively manage timelines.

Languages

Japanese required

Skills

Customer SupportInterviewingRecruitingExcelStakeholder ManagementCommunication

Experience: Entry-level · 2+ years