Regional Customer Service Manager - Operations (Based in Kuala Lumpur)
Core
Leading English-language customer service operations for a global travel platform, managing voice, email, chat, and back-office activities to drive service levels and customer satisfaction.
Role type
Senior Operations Manager (Customer Support)
Builds
Scalable customer support operations and team capabilities for Agoda's global travel platform
Domain
Travel / E-commerce / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, workforce management, process improvement, data-driven decision making, change management, multi-channel support management, team coaching and development, stakeholder management, strategic planning
Preferred skills
Travel industry experience, project management (PMP/Six Sigma), process migration expertise, team building, Bahasa language proficiency
Technologies
PC applications, contact center systems, workforce management tools
Responsibilities
Identify operational issues and recommend structural adjustments to optimize team resources; manage call routing strategies and workforce availability; coach and develop emerging leaders; analyze customer feedback to implement self-healing processes; foster a positive team culture aligned with company values; drive process improvements to enhance center efficiency and staff performance.
Seniority
Senior, hands-on IC with strategic oversight