Regional Customer Service Manager - Operations (Based in Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timeonsiteleadCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this leadership role oversees Agoda's English-language customer support teams across multiple channels including voice, email, and chat. You will guide team leaders, analyze operational performance metrics, optimize workforce availability, and champion continuous process improvements. The position focuses on cultivating a positive service culture, mentoring emerging leadership talent, and ensuring excellent traveler experiences while driving core business outcomes.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead and mentor team leaders and customer support associates across English language channels
- Diagnose operational challenges using data analytics and implement strategic solutions
- Monitor service levels, call routing, and workforce management to optimize resource allocation
- Analyze customer feedback and quality assurance data to elevate overall service standards
- Prepare teams for operational shifts, policy updates, and new product rollouts
- Promote an ethical, high-performance team culture committed to continuous professional growth
คุณสมบัติ / Qualifications
- At least 10 years of professional background, with 3+ years managing large-scale operations or contact centers
- Demonstrated experience in multi-channel contact center or business process outsourcing environments
- Strong analytical problem-solving abilities with a data-driven mindset
- Proven success in managing organizational change and influencing leadership decisions
- Exceptional English communication and interpersonal skills
- Background in e-commerce or the travel sector is advantageous
ทักษะที่ต้องการ / Required skills
- Operations Management
- Customer Support Leadership
- Contact Center Operations
- Workforce Management
- Data Analysis
- SLA Management
- Process Improvement
- People Management
- English Communication
ทักษะเพิ่มเติม / Nice to have
- E-commerce
- Travel Industry
- Vendor Management
- BPO Management