AGODA is looking for a SDM based in Kuala Lumpur

• Thisrole requires a high level of personal and professional skills associated withrunning the day-to-day operations in a fast-paced customer serviceenvironment.
• The ideal candidate will bring a vision, a sense ofcuriosity, a passion for travel, strong interpersonal skills, keen analyticalskills, a tech-centric mindset and a willingness to lead by example.
• Theability to “tell a story,” analyze and visualize data is a jobrequirement.
• The candidate should also be versed in some of the latestcontact-center infrastructure technologies (Genesys is preferred but notnecessary) as well as having insights into the personal communicationpreferences for the Chinese language consumer.
• Familiarity with “CustomerSatisfaction” as defined by the ability to provide Resolution and interpretedby Net Promoter Score (NPS) would lessen any learning curve.
• We’re a techcompany looking for someone who wants to make a difference.
• Our Chineseand Hong Kong Customer Experience Team, based in Kuala Lumpur, is a bilingualSupport Team. Whilst the focus is servicing our Chinese and Cantonesespeaking market, international travel is also a big part of the business. Both Chinese and English language skills are required.
• Ours is a globalbusiness. We’re looking for someone who embraces a challenge and workswell with others.

Responsibilities:

• Help determine and define call center operational strategies by conducting needs assessments and business reviews
• Understanding contact center metrics and applying the given technology to optimize the work-force is essential
• Assist in defining user requirements, focusing on efficiency and effectiveness
• Bring a wealth of knowledge to the Team, focusing on sharing, guiding, building up Team members, by increasing competencies and identifying best practices
• Work closely with Work Force Management (WFM) to ensure staffing/roster levels support business targets
• Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback and data
• Drive a resolution-focused environment aimed at delighting the customer
• Ensure Teams are motivated, engaged, empowered and are informed
• Assist in developing a human resource strategy by working with Learning & Development (Training), Employee Satisfaction Teams (ESat) & Talent Management (Recruitment)
• Build a culture which includes performance reviews, coaching, counseling and disciplining employees
• Prepare call center performance reports by collecting, analyzing and summarizing data and trends
• 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
• Help combat employee attrition by understanding and recognizing team needs
• Host productive team meetings engaging all levels of the unit
• Build a culture which includes Rewards & Recognition
• 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

Qualifications:

• Strong background in Contact Center / BPO activity
• Minimum 6+ years of experience in call center with 2+ years of people management experience
• Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred
• Experience in Supervision & Management
• At least a college graduate university degree
• Excellent verbal and written communication skills in English and professional level in Mandarin/Cantonese
• Knowledge of PC applications / tech savvy
• 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 fast-paced environment

上班地址：九江路288号宏伊广场