Agoda

1 day 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: 23 hours agoStatus: Live

Job Summary

Lead customer service teams supporting English-language customers across voice, email, chat, and back-office activities. Drive vision, performance, and goal-setting for team leaders and associates, using data to identify operational issues, improve SLA outcomes, and strengthen workforce management. Partner with enablement and customer service leaders to address dissatisfaction, coach emerging leaders, and build an ethical, engaging team culture while scaling support operations in Pune.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide vision, leadership, and guidance to customer service team leaders and associates through performance and goal setting.
•Identify operational issues using relevant data and recommend solutions considering cost, service levels, and team engagement.
•Monitor and improve SLA performance by understanding key drivers, adjusting resources, and optimizing workforce availability.
•Lead coaching and development for emerging customer service leaders; support internal learning programs and L&D initiatives.
•Review customer feedback and QA insights to drive customer handling improvements and address customer satisfaction/dissatisfaction with self-healing process implementation where possible.

Key Requirements

•Minimum 10 years of work experience, including at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.).
•Excellent problem-solving skills with a data-driven approach to identify process improvement opportunities.
•Ability to lead or support multiple initiatives concurrently.
•Proven track record of leading change.
•Excellent verbal and written communication skills in English, with strong personal and interpersonal skills to lead the team and partner with other departments.

Experience:10+ yearsContact centerBPOE-commerceTravel industry

Skills:LeadershipCommunicationProblem-solvingCoachingAnalytical skillsChange management

Certifications:PMPSix SigmaCOPC

Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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

1 day 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: 23 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide vision, leadership, and guidance to customer service team leaders and associates through performance and goal setting.
•Identify operational issues using relevant data and recommend solutions considering cost, service levels, and team engagement.
•Monitor and improve SLA performance by understanding key drivers, adjusting resources, and optimizing workforce availability.
•Lead coaching and development for emerging customer service leaders; support internal learning programs and L&D initiatives.
•Review customer feedback and QA insights to drive customer handling improvements and address customer satisfaction/dissatisfaction with self-healing process implementation where possible.

Key Requirements

•Minimum 10 years of work experience, including at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.).
•Excellent problem-solving skills with a data-driven approach to identify process improvement opportunities.
•Ability to lead or support multiple initiatives concurrently.
•Proven track record of leading change.
•Excellent verbal and written communication skills in English, with strong personal and interpersonal skills to lead the team and partner with other departments.

Experience:10+ yearsContact centerBPOE-commerceTravel industry

Skills:LeadershipCommunicationProblem-solvingCoachingAnalytical skillsChange management

Certifications:PMPSix SigmaCOPC

Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn