Regional Customer Service Manager - Operations (Based in Kuala Lumpur)
The Regional Customer Service Manager - Operations at Agoda is responsible for leading customer service teams that support English-speaking customers through various channels, including voice, email, chat, and back-office activities. This role is based in Kuala Lumpur and reports to the Head of Customer Service Delivery: English. Agoda, a prominent online travel booking platform, connects travelers with a vast network of accommodations, flights, and experiences worldwide.
Key responsibilities include identifying operational issues affecting the team and providing data-driven recommendations to customer service leaders, understanding key drivers of service level agreement (SLA) performance, and recommending structural adjustments to optimize team resources. The manager is also expected to comprehend call routing strategies, evaluate call center performance metrics, and be familiar with workforce management principles. Additionally, the role involves preparing the team for changes outside the organization, addressing customer dissatisfaction, and implementing self-healing processes where possible. Regularly reviewing customer feedback and quality assurance insights to educate teams about Agoda's products and services is also a critical part of the role.
The ideal candidate should have a minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities such as contact centers or vendor management at scale. Excellent problem-solving capabilities, a knack for identifying process improvement opportunities using a data-driven approach, and the ability to successfully lead or support multiple initiatives concurrently are essential. A proven track record of leading change, persuasive skills to convince senior leaders, and a fast-paced approach to problem-solving and decision-making are also required. The candidate should possess excellent verbal and written communication skills in English and have strong personal and interpersonal skills to lead the team and partner effectively with other departments. Experience in the e-commerce or travel industry is a plus.
Agoda offers a dynamic work environment where data and technology are at the heart of the culture, fueling curiosity and innovation. Employees have the opportunity to work in a diverse team of over 7,000 people from 90 countries, contributing to a company that connects people to destinations and experiences worldwide. The company emphasizes personal development through coaching, partnership with learning and development programs, engagement, and continuous improvement.