About This Role
As a Contact Center Team Manager, you will support business objectives while motivating and guiding your team to work efficiently and cohesively. This role is ideal for someone passionate about travel and people, who enjoys interacting with others and utilizing technology in a fast-paced, multinational environment.
Responsibilities
- Continuously monitor traffic and highlight discrepancies, taking immediate action to ensure service levels are met.
- Provide constructive feedback, coaching, mentoring, motivating, and evaluating team performance regularly.
- Identify performance gaps, formulate action plans to address them, and monitor their implementation to ensure success.
- Ensure effective implementation of new and existing customer service structures and procedures.
- Analyze traffic reports and proactively suggest improvements.
- Monitor team attendance, document infractions, and implement corrective actions.
- Assist with planning and organizing proper coverage and staffing alignment.
- Supervise the quality assurance process and related training to ensure quality customer service.
- Participate in recruitment activities, including screening and interviewing.
- Act as a backup for the Operations Manager when needed.
Requirements
- Minimum 2 years of experience in a team lead role within a contact center environment, leading a team of 15 customer experience agents.
- Excellent English communication skills (verbal and written).
- Willingness to work in a shifting 24/7 schedule.
- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective processes to improve center efficiency and staff performance.
- Excellent personal and interpersonal skills to interact with various individuals and build strong partnerships with other departments.
- Ability to handle multiple projects and manage different timelines effectively.
- Proven experience in effective hiring, training, coaching, and people management practices.
- Experience in managing remote teams is an advantage.
- Proficiency in Microsoft products including Word, Excel, and PowerPoint.
Benefits
- Opportunities for continuous organizational and employee skills development.
- A diverse and inclusive work environment that encourages collaboration and innovation.
Important Details
- Application deadline: Not specified.
Application Process
- Review the Hiring Process Guidelines before your interview.
- Prepare for the interview by learning how interviewing at Agoda works.
