In this Role, you’ll get to:
- Enable teams to be successful by being committed to coaching, providing feedback, encouraging, recognizing and facilitating brilliant outcomes, all in the name of helping direct reports, their teams, and the whole site to be successful
- Proactively identify and follow through on improvement opportunities, being willing to experiment, iterate and learn along the way
- Collaborate with global colleagues to deliver better together
- Communicate and connect local teams to the Agoda/CEG vision & strategy making these relevant and digestible for local teams
- Lead the North Asian language service team outcomes across CEG, delivering to efficiency, customer satisfaction, people development and workforce effectiveness objectives
- Create and nurture a team culture that is highly engaged and effective
- Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
- Ensure a safe, friendly working environment that encourages team members to speak up, share ideas and challenge the status quo
- Ensure company compliance requirements and initiatives are upheld and supported 100%
- Embrace the Agoda Mission and Values
What you’ll Need to Succeed:
- Significant service and leadership experience are essential
- Strong background in multi-channel Contact Center / BPO operations: Minimum 8+ years in scale leadership roles
- 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
- At least a college graduate university degree
- Excellent verbal and written communication skills in English
- Knowledge of PC applications / tech savvy
- Excellent listening skills, critical-thinker, and problem solver with attention to detail
- 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
- Must be an assertive team player with high energy to work in fast-paced environment
Good to have
- Project management certifications (PMP, Six Sigma, COPC or equivalent)
- Knowledge of at least one of the North Asian team languages (Chinese, Cantonese, Korean, and Japanese)
