Customer Experience Team Manager - English Team (Based in Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timeonsitemidCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this role involves leading a customer experience team within a contact center environment, focusing on English-speaking customers. The manager will drive performance, provide coaching, and ensure efficient operations to meet service levels. This position requires a results-oriented individual passionate about travel and technology, contributing to continuous improvement initiatives.
หน้าที่ความรับผิดชอบ / Responsibilities
- Monitor traffic and address discrepancies to maintain service levels
- Coach, mentor, and evaluate team performance regularly
- Identify performance gaps and implement action plans for improvement
- Ensure proper implementation of customer service procedures
- Analyze traffic reports and suggest operational improvements
- Manage team attendance and participate in recruitment activities
คุณสมบัติ / Qualifications
- Minimum 2 years of experience in a team lead role within a contact center
- Excellent verbal and written English communication skills
- Willingness to work a 24/7 shifting schedule
- Proven track record in evaluating and improving center efficiency and staff performance
- Strong interpersonal skills for effective collaboration
- Ability to manage multiple projects and timelines effectively
ทักษะที่ต้องการ / Required skills
- Team Leadership
- Contact Center Management
- Performance Management
- Coaching
- Process Improvement
- Communication Skills
- Problem Solving
- People Management
- Microsoft Excel
- Microsoft PowerPoint
ทักษะเพิ่มเติม / Nice to have
- Remote Team Management