Global Operations Lead
4 days ago
About Agoda
We are a technology-driven company that connects travelers with a global network of accommodations, flights, and more. Our 7,100+ employees from 95+ nationalities in 27 markets foster a diverse work environment rich in creativity and collaboration.
Our purpose is to bridge the world through travel, enabling individuals and cultures to come closer together. We believe travel allows people to experience more of the amazing world we live in, fostering empathy, understanding, and happiness.
As a leading online travel booking platform, we aim to make travel easy and rewarding for everyone. Our Customer Support Team provides in-person, real-time help around the clock and in 38 languages, ensuring customers receive the best support possible.
This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities. The Manager of Customer Experience Group will provide vision, leadership, and guidance to each team leader and associates in key operating areas.
Key Responsibilities:
- Identify operational issues affecting the team and explain them using relevant data to customer service leaders, recommending adjustments that consider overall business impact.
- Understand key drivers of SLA performance and recommend structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized.
- Takes ownership to understand how changes outside the team will impact team performance and prepares team well for this through large group meetings and effective 1-on-1 coaching.
- Regularly review customer feedback and QA insights to educate teams about Agoda products and services and identify customer handling improvement opportunities.
- Invests energy to inspire, coach, mentor, and develop emerging customer service leaders, focusing on building organizational resilience.
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