Customer Experience Team Manager - Chinese Team (based in Foshan)

Agoda is seeking a Customer Experience Team Manager to lead its Chinese Team based in Foshan. This role involves overseeing a group of contact center agents, ensuring the delivery of exceptional customer service in line with Agoda's commitment to connecting people to destinations and experiences worldwide.

The Team Manager will be responsible for leading a team of at least 15 contact center agents in an inbound setup. Key duties include monitoring traffic to meet service levels, providing constructive feedback through coaching and mentoring, identifying performance gaps and implementing action plans, ensuring effective implementation of customer service procedures, analyzing multi-channel traffic reports, supervising quality assurance processes, and participating in recruitment activities.

Candidates should have at least 2 years of people management experience in a contact center environment. Proficiency in both English and Chinese (Mandarin) is essential. The role requires flexibility to work on a 24/7 rotating shift schedule, including public holidays and weekends. Applicants should demonstrate a proven track record in enhancing contact center efficiency and staff performance, possess strong interpersonal skills, and have the ability to manage multiple projects effectively.

Agoda offers a dynamic and multicultural work environment, emphasizing data and technology to drive innovation. Employees have opportunities for professional growth and development within a global organization that values curiosity and collaboration.