Customer Experience Team Manager - English Team (Based in Kuala Lumpur)

Agoda
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Coaching","Mentoring","Motivating","Process improvement","People management"]

Lead and coach a team of 15 customer experience agents in Agoda’s Customer Experience Group (CEG) contact center in Kuala Lumpur. Monitor service levels and traffic, analyze reports, and drive continuous improvements through constructive feedback, performance evaluations, and action plans. Ensure customer service procedures and quality assurance training are implemented effectively, manage staffing coverage, and support recruitment and 24/7 operations.

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FursaFursa
Agoda
Agoda
3 days ago

Customer Experience Team Manager - English Team (Based in Kuala Lumpur)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead and coach a team of 15 customer experience agents in Agoda’s Customer Experience Group (CEG) contact center in Kuala Lumpur. Monitor service levels and traffic, analyze reports, and drive continuous improvements through constructive feedback, performance evaluations, and action plans. Ensure customer service procedures and quality assurance training are implemented effectively, manage staffing coverage, and support recruitment and 24/7 operations.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Continuously monitor contact center traffic, highlight discrepancies, and take on-the-spot actions to meet service levels.
  • •Provide constructive feedback by coaching, mentoring, motivating, and evaluating team performance regularly.
  • •Identify performance gaps, create action plans, and implement and monitor them to ensure success.
  • •Ensure proper implementation of customer service structures and procedures, including supervising quality assurance and staff training.
  • •Assist with planning coverage and staffing, participate in recruitment activities, and act as backup to the Operations Manager if needed.

Key Requirements

  • •Minimum 2 years experience in a team lead role within a contact center environment.
  • •Strong track record of evaluating, analyzing, implementing, leading, and monitoring processes to improve efficiency and performance.
  • •Excellent English communication skills (verbal and written).
  • •Willing to work in a shifting 24/7 schedule.
  • •Proven experience with hiring, training, coaching, and people management; experience managing remote teams is an advantage.
Experience:2+ yearsContact center
Skills:CoachingMentoringMotivatingProcess improvementPeople management
Languages:English
Tech Stack:Microsoft WordExcelPowerPoint

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
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