Customer Experience Team Manager (24/7, Global)

Agoda

Kuala Lumpur

On-site

MYR 60,000 - 100,000

Full time

2 days ago

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Job summary

Agoda is seeking a talented Contact Center Team Manager based in Kuala Lumpur to lead a 15-agent team in a fast-paced, multinational setting. You will coach staff, monitor KPIs, and collaborate with operations and other departments to drive service excellence.

You will join a diverse center focused on continuous improvement, with opportunities to influence processes globally. The role requires flexible shifts and strong people management in a dynamic environment.

Qualifications

2+ years in a team lead role within a contact center environment leading a team of 15 agents.
Excellent English communication skills (verbal & written).
Willing to work in a 24/7 shift schedule.
Proven ability to evaluate, analyze, implement and monitor processes to improve center efficiency.
Strong interpersonal skills and collaboration with other departments.
Experience with managing remote teams is a plus.

Responsibilities

Monitor traffic and service levels; take action to meet targets.
Provide coaching, mentoring, and performance evaluations for the team.
Identify performance gaps and implement corrective action plans.
Develop and implement new and existing customer service structures and procedures.
Analyze traffic reports and propose improvement ideas.
Supervise quality assurance and training for staff.