Service Delivery Manager Flight English Team Based in Kuala Lumpur
Agoda Company Pte Ltd
Kuala Lumpur, Malaysia
4 hari yang lepas
source : Wisdom Jobs

Overview Agodas Customer Experience Group CEG is a 2 000 strong organization spread globally across 9 countries providing multi-

channel and multi-language contact centre support to its customers It is an exciting time for CEG as it expands to support the growth of new and existing markets and products Whilst to date Agoda has been focused on providing best-

in-class access to hotel and non-hotel accommodation we are soon to also provide access to airline travel Flight support operations are new to Agoda and this role will be integral to the establishment and operation of a new contact centre and CEG capability This role requires a high level of personal and professional skills associated with running the day-

to-day operations in a fast-paced customer service environment The ideal candidate will bring a vision a sense of curiosity a passion for travel strong interpersonal skills keen analytical skills a tech-

centric mindset and a willingness to lead by example The ability to tell a story analyze and visualize data is a job requirement The candidate should also be versed in some of the latest contact-

center infrastructure technologies Genesys is preferred but not necessary Familiarity with Customer Satisfaction as defined by the ability to provide Resolution and interpreted by Net Promoter Score NPS would lessen any learning curve Were a tech company looking for someone who wants to make a difference Our Flights English language Customer Experience Team based in Kuala Lumpur focuses on serving not only the local Malaysian market but also international travelers Agoda is a global business and we are looking for someone who embraces a challenge and works well with others Responsibilities Help determine and define call center operational strategies by conducting needs assessments and business reviewsUnderstanding contact center metrics and applying the given technology to optimize the work-

force is essentialAssist in defining user requirements focusing on efficiency and effectivenessBring a wealth of knowledge to the Team focusing on sharing guiding building up Team members by increasing competencies and identifying best practicesWork closely with Work Force Management WFM to ensure staffing roster levels support business targetsHelp to define quality and assist in establishing a learning environment based on collaboration feedback and dataDrive a resolution-

focused environment aimed at delighting the customerEnsure Teams are motivated engaged empowered and are informedAssist in developing a human resource strategy by working with Learning Development Training Employee Satisfaction Teams ESat Talent Management Recruitment Build a culture which includes performance reviews coaching counseling and disciplining employeesPrepare call center performance reports by collecting analyzing and summarizing data and trendsWork closely with a global network of professionals all focused on managing the Agoda brandBe unafraid to ask for help be willing to fail-

fast and willing to take a risk when the need arisesHelp combat employee attrition by understanding and recognizing team needsHost productive team meetings engaging all levels of the unitBuild a culture which includes Rewards RecognitionEnsure a safe friendly working environmentEnsure company compliance initiatives are in place and monitorable both at the local and international levelEmbrace the Agoda Mission Qualifications Strong background in Contact Center BPO activityMinimum 6 years of experience in call center with 2 years of people management experienceSignificant service and leadership experience working with Airline products is essential 5 years Experience managing a multi-

channel environment telephone email chat social media highly preferredExperience in Supervision ManagementAt least a college graduate university degreeExcellent verbal and written communication skills in EnglishKnowledge of PC applications tech savvyAbility to work with very minimal guidance or supervision in a time critical environmentExcellent listening skills critical-

thinker with attention to detailExcellent personal and interpersonal skills to interact with a variety of individuals including building strong partnerships with other departmentsMust be able to handle multiple projects and effectively manage different timelinesMust be an assertive team player with high energy to work in fast-paced environment

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