Korean-Speaking CX Team Manager — 24/7 Travel Support

Agoda Company Pte. Ltd.; Kuala Lumpur; Hybrid; MYR 108,000 - 132,000; Full time

Benefits offered by this job

A highly diverse, multicultural work环境

Flexible Hybrid Work Model (with a one

Compensation package including bonus

Agoda staff discount on bookings

Career development opportunities

Supplemental medical & life insurance

Employee well-being programs

Job summary

Agoda is seeking a talented Contact Center Team Manager in Bangkok to lead a team of ~15 agents in an inbound setup. You will coach, monitor performance, optimize processes, and collaborate across departments to meet KPIs in a fast-paced, multinational environment.

Responsibilities include staffing, QA, recruitment support, and acting as backup to the Regional Manager. Hybrid work model and staff benefits are offered.

Qualifications

• At least 2 years of people management experience in a contact center environment.
• Able to work on 24/7 rotating shifts including holidays and weekends.
• Proven track record in evaluating, analyzing, implementing and monitoring processes to enhance contact center efficiency.
• Strong interpersonal skills and ability to collaborate across departments.
• Experience in hiring, training and coaching and people management practices.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Experience in managing remote teams is an advantage.
• Excellent English & Korean communication skills.

Responsibilities

• Lead a team of approximately 15 contact center agents in an inbound setup.
• Continuously monitor traffic and highlight discrepancies to ensure service levels are met.
• Provide constructive feedback, coach, mentor, motivate and evaluate team performance.
• Identify performance gaps and formulate action plans to address them.
• Ensure proper and effective implementation of new and existing customer service structures and procedures.
• Analyze multi-channel traffic reports and suggest improvements.
• Monitor team attendance, document infractions and implement corrective action.
• Assist with planning and organizing proper coverage and staffing.
• Supervise QA process and related training to ensure quality customer service.
• Participate in recruitment activities (screening, interviewing).
• Act as a backup of Regional Manager if needed.

Skills

People management

Shift planning

English & Korean

Process improvement

Stakeholder management

Tools

Microsoft Office

Job description

Agoda is seeking a talented Contact Center Team Manager in Bangkok to lead a team of ~15 agents in an inbound setup. You will coach, monitor performance, optimize processes, and collaborate across departments to meet KPIs in a fast-paced, multinational environment.

Responsibilities include staffing, QA, recruitment support, and acting as backup to the Regional Manager. Hybrid work model and staff benefits are offered.