Customer Experience Team Manager – English Team

1 month ago


Gurgaon, Haryana, India Agoda Full time

About Agoda

Agoda is an online platform for booking travel accommodations, flights, and more. They utilize cutting-edge technology to connect travelers with millions of accommodations worldwide. As part of Booking Holdings, they have a diverse team of over 6,000 employees from 90+ nationalities, fostering an environment rich in diversity, creativity, and collaboration.

Our Purpose - Connecting the World Through Travel

At Agoda, they believe that travel opens doors to experiencing the world, fostering empathy, understanding, and happiness. Their global team is passionate about making a positive impact by leveraging innovative technologies and strong partnerships to make travel easy and rewarding for everyone.

The Opportunity

Are you enthusiastic about travel and interacting with others while utilizing technology? Agoda is seeking a dynamic Contact Center Team Manager based in Gurgaon. In this role, you will play a key part in supporting business objectives while motivating and guiding your team to work cohesively and efficiently.

Responsibilities:

  • Monitor traffic and take immediate action to maintain service levels
  • Provide feedback, coach, mentor, and evaluate team performance
  • Identify performance gaps and implement action plans for improvement
  • Ensure effective implementation of customer service structures and procedures
  • Analyze traffic reports and make suggestions for enhancement
  • Supervise quality assurance processes and staff training
  • Participate in recruitment activities and act as a backup for the Operations Manager when necessary

Requirements for Success

  • Minimum 2 years of people management experience in a contact center setting
  • Experience managing at least 15 individuals in an inbound contact center
  • Strong communication skills in English (verbal & written)
  • Proven track record in evaluating, implementing, and monitoring processes for improved efficiency
  • Ability to build strong partnerships and manage multiple projects effectively
  • Knowledge in hiring, training, coaching, and managing remote teams is a plus
  • Proficiency in Microsoft products

About the Work Arrangement

  • Monday to Friday, 9am – 6pm IST
  • Off on India Public Holidays
  • Work from office

Equal Opportunity Employer

Agoda is committed to diversity and inclusion, providing equal employment opportunities regardless of various characteristics. They focus on attracting diverse talent and fostering a collaborative and innovative work environment based on merit and qualifications.



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