Service Delivery Manager – Customer Experience Group (Based in Kuala Lumpur)

Operations Site Manager (Service Delivery Manager) – Customer Experience Group (based in Kuala Lumpur, Malaysia)

at Agoda

Kuala Lumpur, Malaysia

Agoda.com is a leading Asia-based, online travel accommodation company specializing in securing the best accommodations at the lowest prices for global travelers. Agoda.com is part of Booking Holdings (Nasdaq:BKNG). Our network includes more than 2,000,000 accommodations worldwide. The multinational staff of more than 5,000 professionals, located throughout the world, provides a first-rate customer service experience in 45 languages combining local knowledge and local connections to provide the best deals to both business and leisure travelers.

Role Overview:

This role requires a high level of personal and professional skills associated with running the day-to-day operations in a fast-paced customer service environment.  The ideal candidate will bring a vision, a sense of curiosity, a passion for travel, strong interpersonal skills, keen analytical skills, a tech-centric mindset and a willingness to lead by example.  The ability to “tell a story,” analyze and visualize data is a job requirement.  The candidate should also be versed in some of the latest contact-center infrastructure technologies (Genesys is preferred but not necessary).  Familiarity with “Customer Satisfaction” as defined by the ability to provide Resolution and interpreted by Net Promoter Score (NPS) would lessen any learning curve.  We’re a tech company looking for someone who wants to make a difference.  Our English language Customer Experience Team, based in Kuala Lumpur, focuses on serving not only the local Malaysian market but also international travelers. Agoda is a global business and we are looking for someone who embraces a challenge and works well with others. 

Responsibilities:

  • Help determine and define call center operational strategies by conducting needs assessments and business reviews
  • Understanding contact center metrics and applying the given technology to optimize the work-force is essential
  • Assist in defining user requirements, focusing on efficiency and effectiveness
  • Bring a wealth of knowledge to the Team, focusing on sharing, guiding, building up Team members, by increasing competencies and identifying best practices
  • Work closely with Work Force Management (WFM) to ensure staffing/roster levels support business targets
  • Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback and data
  • Drive a resolution-focused environment aimed at delighting the customer
  • Ensure Teams are motivated, engaged, empowered and are informed
  • Assist in developing a human resource strategy by working with Learning & Development (Training), Employee Satisfaction Teams (ESat) & Talent Management (Recruitment)
  • Build a culture which includes performance reviews, coaching, counseling and disciplining employees
  • Prepare call center performance reports by collecting, analyzing and summarizing data and trends
  • Work closely with a global network of professionals all focused on managing the Agoda brand
  • Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
  • Help combat employee attrition by understanding and recognizing team needs
  • Host productive team meetings engaging all levels of the unit
  • Build a culture which includes Rewards & Recognition
  • Ensure a safe, friendly working environment
  • Ensure company compliance initiatives are in place and monitorable, both at the local and international level
  • Embrace the Agoda Mission

Qualifications:

  • Strong background in Contact Center / BPO activity
  • Minimum 6+ years of experience in call center with 2+ years of people management experience
  • Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred
  • Experience in Supervision & Management
  • At least a college graduate university degree
  • Excellent verbal and written communication skills in English
  • Knowledge of PC applications / tech savvy
  • Ability to work with very minimal guidance or supervision in a time critical environment
  • Excellent listening skills, critical-thinker with attention to detail
  • Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
  • Must be able to handle multiple projects and effectively manage different timelines
  • Must be an assertive team player with high energy to work in fast-paced environment

Location: Kuala Lumpur, Malaysia

**We support a relocation package to Kuala Lumpur, Malaysia and this is not a remote position. **

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See Inside the Office of Agoda

As one of the fastest-growing online hotel platforms, Agoda is transforming travel for millions of customers around the globe. With its web and mobile products that combine local knowledge and connections to provide the best deals for business and leisure travelers, Agoda strives to make travel affordable, accessible, and easily available to its worldwide customer base.


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