Regional Customer Service Manager - English Team (Based in Gurgaon)

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel 

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.  

Are you a dynamic leader with a knack for driving success in a multicultural environment?

This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities. As part of your onboarding experience with Agoda, you will be relocated to Kuala Lumpur for six months period. During this time, you'll have the opportunity to learn about Agoda and connect with the leadership team as part of your induction.

The Manager of Customer Experience Group provides vision, leadership, and guidance to each team leader and associates in the key operating areas through performance and goal setting. Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. This role requires a high level of personal and professional skills associated with running globaloperations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a brilliant people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. 

This position will report to the Head of Customer Service Delivery: English and is open to local applicants only.  

 

What You'll Do: 

• Identifies operational issues affecting the team and credibly explains this with the use of relevant data to customer service leaders along with recommendations that consider overall business impact (such as cost, service levels, team engagement)   

• Understands key drivers of SLA performance and recommends structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized   

• Understand call routing strategies, good understanding of metrics used to evaluate call center performance, familiar with principles of workforce management (understanding how to ensure sufficient workforce availability and levers to influence workforce availability), basic process improvement 

• Takes ownership to understand how changes outside the team (g., new suppliers, changes to SOP, new product lines) will impact team and prepares team well for this through combination of large group meetings and effective 1-on-1 coaching  

• Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible  

• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities  

• Invests energy to inspire, coach, mentor, and develop emerging customer service leaders so we develop individuals as well as organizational resilience   

• Raises the bar on talent through serving as faculty in internal learning programs, or helping inform development of new L&D programs, or helping to attract credible external talent  

• Creates a positive team culture, employee engagement where teams understand and live Agoda values, particularly around taking ownership and striving to be their best   

• Ensures teams “get the right results, the right way”; goes beyond numerical team SLA achievement to build an ethical team culture 

   

What You'll Bring: 

• A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.). 

• Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach. 

• The ability to successfully lead or support multiple initiatives concurrently. 

• A proven track record of leading change. 

• Persuasive skills to convince senior leaders. 

• A fast-paced approach to problem-solving and decision-making. 

• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement. 

• Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments. 

• E-commerce or travel industry experience is a plus. 

• Strong background in multi-channel Contact Center / BPO operations: demonstrated experience in scaling leadership roles