Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now a Booking Holdings (Nasdaq:BKNG) company,
Agoda has a network of over 1 million accommodation options worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 4,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.
Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?
We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager (Arabic Team) based in Kuala Lumpur, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.
In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members’ strengths, weaknesses and motivations.
The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.
You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.
Roles & Responsibilities:
Your responsibilities include, but not limited to, the following:
In return, Agoda will:
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