Customer Experience Team Manager - Korean Team (Based in Bangkok)
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 IC Customer Experience Team Manager (Korean Team)
Builds
Inbound customer support operations and service quality for Agoda
Domain
Travel technology / Customer Support
Required skills
People management, contact center operations, performance coaching, process improvement, multi-channel traffic analysis, recruitment, stakeholder management, Microsoft Office proficiency
Preferred skills
Remote team management, managing stakeholder expectations
Technologies
Microsoft 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 and training, participate in recruitment.
Seniority
Senior, hands-on IC
