Customer Experience Team Manager

About Agoda Agoda is an online travel booking platform for accommodations flights and more We build and deploy cutting-edge technology that connects travelers with a global network of 4 7M hotels and holiday properties worldwide plus flights activities and more Based in Asia and part of Booking Holdings our 7 100 employees representing 95 nationalities in 27 markets foster a work environment rich in diversity creativity and collaboration We innovate through a culture of experimentation and ownership enhancing the ability for our customers to experience the world Our Purpose - Bridging the World Through Travel We believe travel allows people to enjoy learn and experience more of the amazing world we live in It brings individuals and cultures closer together fostering empathy understanding and happiness We are a skillful driven and diverse team from across the globe united by a passion to make an impact Harnessing our innovative technologies and strong partnerships we aim to make travel easy and rewarding for everyone Get to Know our Team Agoda s Customer Support Team understands that travel can be an everchanging 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 results-oriented person who loves working in a fast-paced multinational environment As a Contact Center Team Manager based in Gurgaon you will support both determined business objectives KPIs as well as acting 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 of operations will provide directions instructions and guidance to the customer care specialists to achieve a certain goal Understand the 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 with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network In this Role you ll get to Continuously monitor the traffic highlight discrepancies and take actions on spot if 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 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 Will be managing at least a group of 15 people in an inbound contact center set up Excellent English communication skills verbal written Must have a strong track record of evaluating analyzing implementing leading and monitoring effective and efficient processes to proactively improve center efficiency and staff performance Excellent personal and interpersonal skills to interact with a variety of individuals including building strong partnerships with other departments Must be able to handle multiple projects and effectively manage different timelines Proven experience and knowledge in effective hiring training coaching and people management practices Experience in managing remote teams is an advantage Proficiency in Microsoft products including Word Excel and PowerPoint newdelhi bangalore gurgaon gurugram hyderabad kolkata noida CUST 4 LI-EB1 Equal Opportunity Employer At Agoda we pride ourselves on being a company represented by people of all different backgrounds and orientations We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation Employment at Agoda is based solely on a person s merit and qualifications We are committed to providing equal employment opportunity regardless of sex age race color national origin religion marital status pregnancy sexual orientation gender identity disability citizenship veteran or military status and other legally protected characteristics We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file For more details please read our Disclaimer We do not accept any terms or conditions nor do we recognize any agency s representation of a candidate from unsolicited third-party or agency submissions If we receive unsolicited or speculative CVs we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee