Regional CS Operations Leader

Agoda; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Agoda in Kuala Lumpur is seeking a Regional Customer Service Manager – Operations, to lead English-language customer service teams across voice, email, chat, and back-office activities from its Kuala Lumpur base.

You will drive vision, leadership, and tactical plans for multiple teams, ensuring ethical practices, strong collaboration, and continuous improvement in a fast-paced, global travel environment.

Qualifications

• 10+ years of work experience with at least 3 years in a senior operations role.
• Data-driven problem solving with process improvement.
• Ability to lead multiple initiatives concurrently.
• Proven track record of leading change.
• Persuasive skills to convince senior leaders.
• Strong communication in English and ability to partner with other departments.
• Experience in e-commerce or travel industry is a plus.
• Extensive experience in multi-channel contact center/BPO operations.
• Proficient with PC applications / tech savvy.
• Fast-paced, high-energy leader who requires minimal supervision.

Responsibilities

• Identify operational issues using data and present recommendations to customer service leaders.
• Understand SLA drivers and adjust resources to optimize performance.
• Know call routing strategies and basic workforce management concepts.
• Prepare teams for changes from new suppliers or SOP updates.
• Address customer dissatisfaction and implement self-healing processes where possible.
• Review customer feedback and QA insights to educate teams on Agoda products and services.
• Inspire, coach, mentor, and develop emerging customer service leaders.
• Contribute to internal learning programs and development of new L&D initiatives.
• Foster a positive team culture aligned with Agoda values and ownership.
• Ensure teams get the right results, the right way, beyond SLA metrics.

Skills

Leadership

Operations management

Data-driven

English communication

Change leadership

Multichannel / BPO

Fast-paced

Team coaching

Bahasa (bonus)

Job description

Agoda in Kuala Lumpur is seeking a Regional Customer Service Manager – Operations, to lead English-language customer service teams across voice, email, chat, and back-office activities from its Kuala Lumpur base.

You will drive vision, leadership, and tactical plans for multiple teams, ensuring ethical practices, strong collaboration, and continuous improvement in a fast-paced, global travel environment.