Customer Experience Team Manager - Chinese Team (Based in Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timeonsiteleadCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this leadership opportunity invites an energetic professional to oversee a team of inbound customer care agents supporting the Chinese market. You will drive operational excellence, monitor service levels, and mentor staff to reach critical performance metrics. Working within a dynamic global organization, the role involves shaping daily customer service practices and partnering across departments to elevate overall user satisfaction.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage and guide a team of around 15 inbound contact center specialists.
- Track contact volumes and real-time queues to consistently hit operational targets.
- Coach, motivate, and review team members to boost overall productivity and career growth.
- Spot service gaps and implement structured improvement plans.
- Oversee attendance, shift scheduling, and adherence to company policies.
- Support recruitment initiatives and step in for the operations manager when needed.
คุณสมบัติ / Qualifications
- At least 1.5 years of experience leading teams in a contact center setting.
- Fluency in written and spoken English and Chinese.
- Readiness to work rotating shifts in a 24/7 contact center setup.
- Proven background in performance evaluation, process enhancement, and team motivation.
- Strong project management skills with ability to juggle shifting priorities.
- Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
ทักษะที่ต้องการ / Required skills
- Team Leadership
- Customer Support
- Contact Center Operations
- English
- Chinese
- Performance Coaching
- Microsoft Excel
ทักษะเพิ่มเติม / Nice to have
- Remote Team Management
- Quality Assurance