Agoda International (Malaysia) Sdn. Bhd.
Agoda.com is one of the largest online hotel and accommodation platforms in the world. Offering over 700,000 properties in 197 different destinations in 38 languages, our globe-spanning network of travel experts are at the cutting edge of an industry that is rapidly transforming the way the world travels.
From IT professionals managing hundreds of millions of data points to market managers building relationships with hotels to PR specialists networking with media around the globe, Agoda.com delivers an exciting, fast-paced environment in every one of our 36 locations worldwide.
Contact Center | Team Manager | Indonesian
DESKRIPSI PEKERJAAN
- Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?
- We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.
- In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. You main focus will be looking after our Indonesian agents.
- The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.
- You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.
Roles & Responsibilities:
- Your responsibilities include, but not limited to, the following:
- Continuously monitor the traffic & highlight discrepancies and take actions on spot if 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 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
Qualifications:
- At least 4 years of senior supervisory/team lead experience in a BPO / contact center environment
- Experience in managing at least a group of 15-20 people in an inbound contact center set up
- Excellent English & Indonesian communication skills (verbal & written).
- 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.
- Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
- Must be able to handle multiple projects and effectively manage different timelines
- Proven experience and knowledge in effective hiring, training, coaching and people management practices
- Experience in managing remote teams is an advantage
- Proficiency in Microsoft products including Word, Excel and PowerPoint
In return, Agoda will:
- Competitive salary
- Help with visa
- Young and dynamic multinational team
- Possibility to travel
- Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company
- Continuous learning & development through corporate training programs
- Modern working environment in the heart of the city
We choose people who are dedicated to making things great, who are able to push boundaries, and who understand that cutting edge products come from cutting edge ideas. Our industry moves fast, and so must we - but we have a great time doing it.
Journey with us. APPLY NOW ! Closed 23 March 2017.
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