Customer Experience Team Manager - Chinese Team (based in Foshan)

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experi...

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Lead a team of at least 15 contact center agents in an inbound contact center set up.  
Continuously monitor the traffic & highlight discrepancies and support and take required action as needed to ensure that service levels are met  
Provide constructive feedback - coach, mentor, motivate and evaluate the performance of the team on a regular basis.  
Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.  
Ensure the proper and effective implementation of new and existing customer service structures & procedures  
Understand & analyze multi channel traffic reports, proactively make suggestions for improvement  
Monitor team attendance, document infractions and implement corrective action  
Assist with planning/organizing the proper coverage & align staffing  
Supervise the quality assurance process and related training of staff members to ensure quality customer service.  
Participate in recruitment activities (screening, interviewing)  
Act as a backup of Operations Manager, if needed  

At least 2 years of people management experience in a contact center environment. 
Excellent English & Chinese (Mandarin) communication skills (verbal & written).  
Willingness to work on 24/7 rotating shifts as per business requirements including on public holidays, and weekends as applicable.
Proven track record in evaluating, analyzing, implementing, leading, and monitoring processes to enhance contact center efficiency and staff performance. 
Strong interpersonal skills and abilities in building partnerships with other departments and interacting with diverse individuals. 
Ability to handle multiple projects and effectively manage timelines. 
Experience in hiring, training, coaching and people management practices 
Proficiency in Microsoft products including Word, Excel and PowerPoint 
Experience in managing stakeholder is a plus
Experience in managing remote teams is an advantage