Customer Experience Team Manager - Japanese Team (Based in Yokohama)
Core
Lead a team of approximately 15 contact center agents in an inbound setup, monitoring traffic, coaching staff, and ensuring service levels are met for Agoda's global customer base.
Role type
Senior Contact Center Team Manager
Builds
Efficient inbound customer support operations and team performance
Domain
Travel technology / Customer Experience
Required skills
People management, contact center operations, performance coaching, process improvement, stakeholder management, recruitment, shift scheduling, quality assurance, data analysis
Preferred skills
Remote team management, managing stakeholders
Technologies
Microsoft Office (Word, Excel, PowerPoint)
Responsibilities
Lead a team of ~15 agents, monitor traffic and service levels, coach and evaluate team performance, implement action plans for gaps, manage staffing coverage, supervise quality assurance, participate in recruitment.
Seniority
Senior, hands-on IC
