Regional Customer Service Manager - English Team (Remote - India)

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Requirements:

• A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.).
• Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach.
• The ability to successfully lead or support multiple initiatives concurrently.
• A proven track record of leading change.
• Persuasive skills to convince senior leaders.
• A fast-paced approach to problem-solving and decision-making.
• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement.
• Excellent verbal and written communication skills in English. Excellent personal and interpersonal skills to lead the team and partner effectively with other departments.
• Strong background in multi-channel Contact Center / BPO operations: demonstrated experience in scaling leadership roles
• Knowledge of PC applications / tech savvy
• Must be an assertive team player with high energy to work in fast-paced environment
• Ability to work with very minimal guidance or supervision in a time critical environment.
• Strong time management skill.
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.

Responsibilities:

• Identifies operational issues affecting the team and credibly explains this with the use of relevant data to customer service leaders along with recommendations that consider overall business impact (such as cost, service levels, team engagement)
• Understands key drivers of SLA performance and recommends structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized
• Understand call routing strategies, good understanding of metrics used to evaluate call center performance, familiar with principles of workforce management (understanding how to ensure sufficient workforce availability and levers to influence workforce availability), basic process improvement
• Takes ownership to understand how changes outside the team (g., new suppliers, changes to SOP, new product lines) will impact team and prepares team well for this through combination of large group meetings and effective 1-on-1 coaching
• Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible
• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services as well as identify customer handling improvement opportunities
• Invests energy to inspire, coach, mentor, and develop emerging customer service leaders so we develop individuals as well as organizational resilience
• Raises the bar on talent through serving as faculty in internal learning programs, or helping inform development of new L&D programs, or helping to attract credible external talent
• Creates a positive team culture, employee engagement where teams understand and live Agoda values, particularly around taking ownership and striving to be their best
• Ensures teams “get the right results, the right way”; goes beyond numerical team SLA achievement to build an ethical team culture