Global Regional Customer Service Operations Leader

Agoda; Kuala Lumpur; On-site; MYR 250,000 - 400,000; Full time

Job summary

Agoda is seeking a Regional Manager for Customer Service in Kuala Lumpur to lead English-language teams handling voice, email, chat, and back-office activities. You will guide multiple team leaders with a clear vision, set goals, and drive global operations through performance data.

You will mentor leaders, partner with L&D, and shape a culture marked by ownership, high energy, and a commitment to delivering exceptional customer experiences across channels.

Qualifications

• 10+ years of work experience with at least 3 years in a senior operations role (contact center, vendor mgmt at scale).
• Excellent problem-solving abilities with a data-driven approach.
• Ability to lead multiple initiatives concurrently and drive change.
• Proven track record of influencing senior leaders and delivering results.
• Strong communication skills in English; Bahasa knowledge is a plus.

Responsibilities

• Identify operational issues using data and present recommendations to service leaders.
• Analyze SLA drivers and adjust resources to optimize performance.
• Understand call routing and workforce management to ensure capacity.
• Prepare teams for changes from outside the immediate team.
• Address customer dissatisfaction and implement self-healing processes where possible.
• Review customer feedback and QA insights to educate teams on Agoda products.
• Inspire, coach, mentor, and develop rising customer service leaders and future L&D initiatives.
• Foster a positive team culture aligned with Agoda values and ethical performance.
• Ensure teams achieve right results the right way, maintaining high standards.

Skills

Leadership

Data-driven

Change management

Communication

Multicultural teams

Time management

Bahasa language

Job description

Agoda is seeking a Regional Manager for Customer Service in Kuala Lumpur to lead English-language teams handling voice, email, chat, and back-office activities. You will guide multiple team leaders with a clear vision, set goals, and drive global operations through performance data.

You will mentor leaders, partner with L&D, and shape a culture marked by ownership, high energy, and a commitment to delivering exceptional customer experiences across channels.