Customer Experience Team Manager (Pune)

Agoda; Pune District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Agoda is seeking a Contact Center Team Manager based in Pune to lead a 15+ agents inbound center. You will coach, mentor and drive KPI performance while coordinating with operations and other departments within Agoda Customer Experience Group.

The role emphasizes process improvement, staffing planning and hands-on leadership in a fast-paced, multinational environment. You will provide extensive coaching, monitor traffic and service levels, recruit and train staff, and serve as a backup to the

Qualifications

• 2+ years of people management in a contact center.
• Experience managing a team of 15+ in inbound center.
• Excellent English communication (verbal & written).
• Strong ability to evaluate, analyze, implement and monitor processes to improve center efficiency.
• Excellent interpersonal skills and cross-department collaboration.
• Experience managing remote teams is an advantage.
• Proficiency in Word, Excel & PowerPoint.

Responsibilities

• Monitor traffic and highlight discrepancies; act to meet service levels.
• Coach, mentor, motivate and evaluate team performance regularly.
• Identify gaps, create action plans and ensure execution.
• Implement and refine customer service structures and procedures.
• Analyze traffic reports and suggest improvements.
• Monitor attendance and enforce corrective actions.
• Assist with staffing coverage and planning.
• Oversee QA and staff training for quality service.
• Participate in recruitment activities (screening, interviewing).
• Serve as backup to Operations Manager when needed.

Skills

People management

Team leadership

English communication

Process improvement

Hiring & training

Remote team management

Multitasking

Tools

Microsoft Word

Excel

PowerPoint

Job description

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

The Opportunity:

Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?

We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Pune, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.

In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members’ strengths, weaknesses and motivations.

The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.

You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.

In this Role, you'll get to:

• Continuously monitor the traffic & highlight discrepancies and take actions on spot if 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 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

What you'll Need to Succeed:

• At least 2 years of people management experience in a contact center environment.
• Must have experience managing a team of at least 15 in an inbound contact center environment.
• Excellent English communication skills (verbal & written).
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
• Must be able to handle multiple projects and effectively manage different timelines
• Proven experience and knowledge in effective hiring, training, coaching and people management practices
• Experience in managing remote teams is an advantage
• Proficiency in Microsoft products including Word, Excel and PowerPoint

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Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

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