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

Agoda

Pune, India
**
Lead customer service teams supporting english languages
Understand call routing strategies and metrics
Apply workforce management principles for availability
** Agoda is seeking a Regional Customer Service Manager for its English Team based in Pune, India. The role requires a dynamic leader to guide customer service teams, focusing on enhancing customer experience across various communication channels. **

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 position requires a high level of personal and professional skills associated with running global operations teams, focusing on enabling local teams to be successful.
  • Agoda's Customer 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.

Matching Summary

Match Score: 75

** Agoda is seeking a Regional Customer Service Manager for its English Team based in Pune, India. The role requires a dynamic leader to guide customer service teams, focusing on enhancing customer experience across various communication channels. **

Skills & Requirements

Must-have

  • Lead customer service teams supporting English languages
  • Understand call routing strategies and metrics
  • Apply workforce management principles for availability
  • Analyze data to explain operational issues
  • Implement self-healing processes for customer satisfaction

Nice-to-have

  • Passion for travel and tech-centric mindset
  • Curiosity and willingness to lead by example
  • Experience in multicultural environments
  • Strong analytical skills for business impact
  • Ability to collaborate with other teams globally

Key Requirements

  • Based in India only
  • People leader role experience
  • Knowledge of SOP changes and new product lines

Work Rights

Must be based in India

Tailored Resume

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