Responsibilities
- Lead a team of at least 15 contact center agents in an inbound contact center set up.
- Continuously monitor the traffic & highlight discrepancies and support and take required action as 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 multi channel 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
Requirements
- At least 2 years of people management experience in a contact center environment.
- Excellent English & Chinese (Mandarin) communication skills (verbal & written).
- Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
- Proven track record in evaluating, analyzing, implementing, leading, and monitoring processes to enhance contact center efficiency and staff performance.
- Strong interpersonal skills and abilities in building partnerships with other departments and interacting with diverse individuals.
- Ability to handle multiple projects and effectively manage timelines.
- Experience in hiring, training, coaching and people management practices
- Proficiency in Microsoft products including Word, Excel and PowerPoint
Nice to Have
- Experience in managing stakeholder
- Experience in managing remote teams
Benefits
- A highly diverse, multicultural work environment.
- Flexible Hybrid Work Model (with a one-time WFH allowance).
- A compensation package, including benefits and performance-linked bonus, that is competitive for the role and aligned with country and industry standards.
- Agoda staff discount on bookings
- Career development opportunities
- Supplemental medical & life insurance
- Employee well-being programs
Work Arrangement
Hybrid
Team
Team size: at least 15. Structure: inbound contact center set up
Additional Information
- 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
