Regional Customer Service Manager - English Team (based In Pune)

Agoda

Pune, India
On-site
Lead customer service teams in multicultural environment
Analyze operational issues using data
Manage sla performance and workforce availability
Agoda is seeking a Regional Customer Service Manager for its English Team, based in Pune, India. The role involves leading customer service operations, focusing on enhancing team performance and customer satisfaction in a multicultural environment

Job Summary

  • This role is responsible for leading the customer service teams supporting English Languages as they provide support to customers across voice, email, chat, and back-office activities.
  • The ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example.
  • Agoda's Customer Support Team provides in-person, real-time help around the clock in 38 languages, actively looking for ways to improve the customer's experience.

Matching Summary

Match Score: 85

Agoda is seeking a Regional Customer Service Manager for its English Team, based in Pune, India. The role involves leading customer service operations, focusing on enhancing team performance and customer satisfaction in a multicultural environment.

Skills & Requirements

Must-have

  • Lead customer service teams in multicultural environment
  • Analyze operational issues using data
  • Manage SLA performance and workforce availability
  • Understand call routing strategies and metrics
  • Implement self-healing processes for customer satisfaction

Nice-to-have

  • Passion for travel industry
  • Tech-centric mindset
  • Curiosity and innovation drive
  • Strong analytical skills
  • Willingness to lead by example

Key Requirements

  • People leader with global operations experience
  • Based in India only
  • Experience with workforce management principles

Work Rights

Open to applicants based in India only

Tailored Resume

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