Customer Experience Team Lead - 24/7 Support

Agoda; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Agoda in Kuala Lumpur is seeking a Contact Center Team Manager to lead a 15-agent team in a fast-paced, multinational environment. You will coach, monitor performance, and ensure service levels align with KPIs while driving continuous improvement across processes.

The role requires 2+ years in a team-lead position within a contact center, excellent English communication, and the ability to work a 24/7 shifting schedule. Remote team management experience is a plus.

Qualifications

• Minimum 2 years experience in a team lead role within a contact center.
• Excellent English communication skills (verbal & written).
• Willing to work in shifting 24/7 schedule.
• Proven ability to evaluate, analyze, implement, lead and monitor processes.
• Strong interpersonal skills and collaboration across departments.
• Experience in hiring, training and people management.
• Experience managing remote teams is an advantage.
• Proficient in Microsoft Word, Excel and PowerPoint.

Responsibilities

• Continuously monitor traffic, highlight discrepancies and act to meet service levels.
• Provide coaching, mentoring, and evaluate team performance regularly.
• Identify gaps, plan actions, and monitor progress to ensure success.
• Ensure effective implementation of new and existing CS structures and procedures.
• Analyze traffic reports and suggest improvements.
• Monitor attendance, document infractions, and implement corrective actions.
• Assist with staffing coverage and planning.
• Supervise QA and training to ensure quality customer service.
• Participate in recruitment activities (screening, interviewing).
• Act as backup for Operations Manager when needed.

Skills

Team lead experience

Excellent English

Willing to work 24/7 shifts

Process improvement

Interpersonal skills

Multi-project management

Hiring and training

People management

Remote team experience (advantage)

MS Word/Excel/PowerPoint

Tools

Microsoft Word

Excel

PowerPoint

Job description

Agoda in Kuala Lumpur is seeking a Contact Center Team Manager to lead a 15-agent team in a fast-paced, multinational environment. You will coach, monitor performance, and ensure service levels align with KPIs while driving continuous improvement across processes.

The role requires 2+ years in a team-lead position within a contact center, excellent English communication, and the ability to work a 24/7 shifting schedule. Remote team management experience is a plus.