Agoda

2 months ago

Regional Customer Service Manager - English Team (Based in Pune)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead and scale the English-language customer service teams (voice, email, chat, back-office) in Pune. Drive SLA performance, workforce planning, and data-driven improvements; mentor leaders and agents; partner with cross-functional teams to align processes with Agoda’s customer experience goals; and foster a high-energy, globally distributed operations culture focused on exceptional service.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Identify operational issues affecting the team and credibly explain these using relevant data to customer service leaders, with data-driven recommendations considering cost, service levels, and team engagement.
•Understand SLA performance drivers and recommend structural adjustments to ensure resources are optimally utilized by customer service and enablement teams.
•Explain call routing strategies and use metrics to evaluate call center performance; apply workforce management principles to ensure adequate staffing and availability; implement process improvements.
•Take ownership to anticipate how changes outside the team (e.g., suppliers, SOP changes, new product lines) will impact the team and prepare through a mix of large-group meetings and effective 1-on-1 coaching.
•Foster a culture of customer satisfaction by addressing dissatisfaction, educating teams using QA insights, and implementing self-healing processes where possible.

Key Requirements

•A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale).
•Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach.
•Ability to lead or support multiple initiatives concurrently in a fast-paced environment.
•Excellent verbal and written communication skills in English; strong interpersonal skills to lead the team and partner effectively with other departments.
•Strong time management skills and a proven track record of evaluating, analyzing, implementing, leading, and monitoring effective processes to proactively improve center efficiency and staff performance.

Experience:10+ yearsTravel industry

Skills:CommunicationLeadershipProblem-solvingTime management

Certifications:PMPSix SigmaCOPC

Languages:English

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: 3.8

Website LinkedIn

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Agoda

2 months ago

Regional Customer Service Manager - English Team (Based in Pune)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Identify operational issues affecting the team and credibly explain these using relevant data to customer service leaders, with data-driven recommendations considering cost, service levels, and team engagement.
•Understand SLA performance drivers and recommend structural adjustments to ensure resources are optimally utilized by customer service and enablement teams.
•Explain call routing strategies and use metrics to evaluate call center performance; apply workforce management principles to ensure adequate staffing and availability; implement process improvements.
•Take ownership to anticipate how changes outside the team (e.g., suppliers, SOP changes, new product lines) will impact the team and prepare through a mix of large-group meetings and effective 1-on-1 coaching.
•Foster a culture of customer satisfaction by addressing dissatisfaction, educating teams using QA insights, and implementing self-healing processes where possible.

Key Requirements

•A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale).
•Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach.
•Ability to lead or support multiple initiatives concurrently in a fast-paced environment.
•Excellent verbal and written communication skills in English; strong interpersonal skills to lead the team and partner effectively with other departments.
•Strong time management skills and a proven track record of evaluating, analyzing, implementing, leading, and monitoring effective processes to proactively improve center efficiency and staff performance.

Experience:10+ yearsTravel industry

Skills:CommunicationLeadershipProblem-solvingTime management

Certifications:PMPSix SigmaCOPC

Languages:English

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn