About the role
Agoda is hiring for the role of Team Manager!
Responsibilities of the Candidate:
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Continuously monitor the traffic and 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 and procedures. -
Understand and analyze traffic reports, proactively make suggestions for improvement. -
Monitor team attendance, document infractions and implement corrective action. -
Assist with planning/organizing the proper coverage and shift 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.
Requirements
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At least 2 years of people management experience in a contact center environment. -
Must have experience managing a team of at least 15 in an inbound contact center environment. -
Excellent English communication skills (verbal & written). -
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve contact efficiency and staff performance. -
Excellent 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.