Customer Experience Team Manager

**About Agoda**

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

**Our Purpose -**Bridging the World Through Travel**

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

**Get to Know our Team**

Agoda's Customer and partner Support Team understands that travel can be an ever-changing environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda's values to each and every customer with multiple support channels and a strong desire to serve.

Our Customer and partner Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

**The Opportunity**:
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, result-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager **based in Cairo**,**you will support both determined business objectives (KPIs) as well as act 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. The team manager will provide direction, instructions and guidance to the contact center agents to achieve their targets by understanding their team members' strengths, weaknesses and motivations.

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 ideas for continuous organizational and employee skill development including at the global level impacting our international contact center network.

**In this role, you'll get to**:

- 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 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

**What You'll Need to Succeed**:

- **At least 2 years of people management experience in a multi**-**channel contact center environment.**
- Excellent **English**& Arabic/Spanish/Portuguese or Turkish**communication skills (verbal & written).**
- 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 remote teams is an advantage

**What we offer**:

- 1-year fixed-term contract with the potential for an extension based on performance and business needs.
- A highly diverse, multicultural work environment.
- Flexible Hybrid Work Model (with a one-time WFH allowance).
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