Global Service Operations Manager at Agoda

We're looking for a passionate operations leader and innovator with extensive experience working with and supporting teams to consistently deliver and optimize service outcomes. The right person is a strategic thinker, is analytical, and also has the leadership capability and drive to deliver with others. If this is you, and you are enthusiastic about building, growing, and evolving operations teams in a fast-paced, data-driven environment…. Read on!
This role has responsibility across the customer service team for several supporting functions: delivery of the customer Quality program, ownership of key cross-language work segments, and identifying and working on opportunities to drive operational improvement/excellence.

Agoda
Agoda is transforming travel for millions of customers across the globe, Headquartered in Bangkok, Thailand, Agoda is one of the world's largest online travel accommodation platforms. Founded in 2005 and now a Booking Holdings (Nasdaq: BKNG) company,
Agoda has a network of over 2 million accommodation options worldwide. Our web and mobile products provide a first-rate reservation service in 45 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 5,000 professionals from 75 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

Overview
Agoda's Customer Experience Group (CEG) is a 2,700+ strong organization spread globally across 10 countries providing multi-channel and multi-language contact center support to its customers. It is an exciting time for CEG as it expands to support the growth of new and existing markets and products. Whilst to date Agoda has been focused on providing best-in-class access to hotel and non-hotel accommodation. We are also to provide access to airline travel.
This role requires a high level of personal and professional skills associated with a fast-paced customer service environment. The ideal candidate will bring a vision, a sense of curiosity, a passion for travel, strong interpersonal skills, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. The ability to "tell a story," analyze and visualize data, drive efficiency is a job requirement.
This position is open to both local and foreign candidates, and we will provide a relocation package for the right candidate, ensuring a smooth transition to working and living in Bangkok.

Responsibilities

• Drive customer, and improve the way we work across CEG.
• Accountable for the QA function, setting the vision for the team, ensuring the QA team deliver with rigor, providing useful and meaningful insight, and collaborates actively with the operating teams
• Providing customer operations insight: working with relevant analytics teams to explain movement in key metrics and identify and bring focus to customer or efficiency hotspots across the service teams.
• Operations ownership for key cross-language work segments, responsible for improving this work (not the people delivery, which is performed in the various operations sites).
• Establishing and operating to service level agreements between our non-Agoda B2B partners and us.
• Operational support leadership: bringing operational cadence and organization to regular operations checkpoints, ensuring the right operating and support groups come together around and remain focused on the metrics that matter.
• Continuously seek out new ways to provide more efficient and effective customer outcomes
• Develop and continuously improve contact center operational strategies and procedures as part of the Customer Service leadership team
• Creating and nurturing a team culture that is highly engaged and effective
• Delivering to efficiency, customer satisfaction, and workforce effectiveness objectives.
• Work collaboratively with the CEG and broader Agoda teams to deliver better together
• Be a champion of the Agoda' experiment and measure' culture
• Communicating and connecting local teams to the Agoda/CEG strategy
• Prepare operations performance reviews, using data to support and present findings in clear and meaningful ways.
• Work closely with a global network of professionals all focused on managing the Agoda brand
• 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
• Ensure company compliance initiatives are in place and monitorable, both at the local and international level
• Embrace the Agoda Mission and Values

Qualifications

• Significant service and leadership experience working with customer service teams.
• Strong background in Contact Center / BPO activity. 8+ years of experience in call center with at 4+ years of people leadership experience.
• Excellent verbal and written communication skills in English, able to simplify and communicate complex topics using data
• Comfortable using data to make, drive and communicate decisions
• Ability to work with very minimal guidance or supervision in a time-critical environment
• Excellent listening skills, critical-thinker 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 a fast-paced environment

Good to have

• Six Sigma or similar certification
• Experience working with and managing a multi-channel environment (telephone, email, chat, social media) highly preferred
• University bachelor's degree or higher
• Experience working in Agile projects
• Working knowledge of SQL

Location: Bangkok, Thailand