CX Team Manager – Global 24/7 Support Leader

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Agoda Company Pte. Ltd. in Kuala Lumpur is seeking a motivated Contact Center Team Manager to lead a team of 15 customer experience agents in a fast-paced, multinational environment.

You will coach, motivate and evaluate performance, ensure service levels, and align staffing to meet KPIs. The role requires excellent English, a readiness for 24/7 shifts, and strong collaboration with operations and other departments within Agoda Customer Experience Group (CEG).

Qualifications

• Minimum 2 years experience in a team lead role within a contact center environment.
• Excellent English communication skills (verbal & written).
• Willing to work in shifting 24/7 schedule.
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring processes to improve center efficiency.
• Excellent interpersonal skills and ability to partner with other departments.

Responsibilities

• Continuously monitor traffic and highlight discrepancies; take action to meet service levels.
• Provide constructive feedback, coach, mentor, motivate and evaluate team performance.
• Identify performance gaps and formulate action plans; implement and monitor results.
• Ensure proper implementation of customer service structures and procedures.
• Understand and analyze traffic reports; suggest improvements.
• Monitor attendance, document infractions, and implement corrective actions.
• Assist with planning coverage and align staffing.
• Supervise the quality assurance process and training of staff.
• Participate in recruitment activities (screening, interviews).
• Act as a backup to Operations Manager when needed.

Skills

Team leadership

Coaching & mentoring

People management

English communication

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Agoda Company Pte. Ltd. in Kuala Lumpur is seeking a motivated Contact Center Team Manager to lead a team of 15 customer experience agents in a fast-paced, multinational environment.

You will coach, motivate and evaluate performance, ensure service levels, and align staffing to meet KPIs. The role requires excellent English, a readiness for 24/7 shifts, and strong collaboration with operations and other departments within Agoda Customer Experience Group (CEG).