Mandarin CX Team Lead - 24/7 Global Support

Agoda; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading online travel agency in Kuala Lumpur is seeking a Contact Center Team Manager. This role involves supporting business objectives while motivating a diverse team. The ideal candidate will have at least 2 years of experience managing teams in a contact center environment. Responsibilities include monitoring service levels, providing coaching, and ensuring effective processes. The company values diversity and innovation, offering opportunities for continuous learning and development.

Qualifications

• At least 2 years of people management experience in a contact center environment.
• Must manage at least a group of 15 people in an inbound contact center setup.
• Strong track record of evaluating and improving center efficiency.

Responsibilities

• Monitor traffic and act to ensure service levels are met.
• Coach, mentor, and evaluate team performance.
• Identify and implement action plans for performance gaps.

Skills

People management

Interpersonal skills

Process improvement

Microsoft Office proficiency

Job description

A leading online travel agency in Kuala Lumpur is seeking a Contact Center Team Manager. This role involves supporting business objectives while motivating a diverse team. The ideal candidate will have at least 2 years of experience managing teams in a contact center environment. Responsibilities include monitoring service levels, providing coaching, and ensuring effective processes. The company values diversity and innovation, offering opportunities for continuous learning and development.