This is a perfect opportunity for experienced leaders looking for the latest full-time jobs for a Team Manager in Pune and nearby, Maharashtra. This opening at Agoda's Customer Experience Group is ideal for professionals with over 2 years of people management experience in a contact center and a passion for developing high-performing teams.
Job Summary
Agoda, a global leader in online travel and part of the Booking Holdings family, is looking for a talented and energetic Team Manager to lead a team of Customer Experience Specialists in Pune. This is a critical leadership role where you will be responsible for guiding, motivating, and developing a team of at least 15 agents to deliver world-class customer service. This is a full-time, work-from-office role with rotational shifts.
As a Team Manager, you will be a key part of the operations management team. Your primary focus will be on your team's performance, ensuring all service levels (KPIs) are met and that your team members receive the coaching and feedback they need to succeed. This is a fantastic opportunity for a seasoned contact center leader to make a significant impact in a fast-paced, international, and data-driven environment.
What Will You Be Responsible For?
- Team Leadership & Performance Management: Lead, coach, and motivate a team of at least 15 customer service agents to achieve their individual and team goals.
- Coaching & Development: Regularly evaluate team performance, identify performance gaps, and provide constructive feedback and coaching to help your team members grow.
- Operational Management: Continuously monitor call traffic and service levels, taking immediate action to address any issues. You will also assist with staff planning and scheduling.
- Process Improvement: Understand and analyze operational reports to proactively suggest and implement improvements to enhance efficiency and performance.
- Quality Assurance: Supervise the quality assurance process for your team to ensure the highest standards of customer service are maintained.
- Recruitment Support: Participate in recruitment activities, including screening and interviewing new candidates for the team.
Who is the Ideal Candidate?
- Experience: A minimum of 2 years of people management experience in a contact center environment is mandatory.
- Team Size: You must have experience managing a team of at least 15 people in an inbound contact center.
- Language Skills: Excellent verbal and written communication skills in English are required.
- Key Skills:
- A strong track record of evaluating performance, analyzing data, and leading teams to improve efficiency.
- Excellent interpersonal skills and the ability to build strong partnerships with other departments.
- Proven knowledge of effective hiring, training, and coaching practices.
- Work Arrangement: Must be flexible to work in rotational shifts in a work-from-office environment.
Frequently Asked Questions (FAQ)
Q1: What is the main role of a Customer Experience Team Manager?
A1: The main role is to lead and manage a team of about 15 customer service agents. This includes coaching them, managing their performance to meet targets, handling operational tasks like scheduling, and ensuring the team provides excellent service.
Q2: Who is Agoda?
A2: Agoda is a major global online travel booking platform for hotels, flights, and other travel activities. It is part of Booking Holdings, which also owns other famous brands like Booking.com and Kayak.
Q3: Is this a BPO job?
A3: While it is in a call center environment, this is a direct leadership role with a global product company (Agoda's own Customer Experience Group), not a third-party BPO. This means you are a direct employee of Agoda.
Q4: Is prior team leadership experience mandatory?
A4: Yes, this is a key requirement. Candidates must have at least 2 years of experience managing a team of 15 or more people in a contact center environment.
Q5: What does "rotational shift" mean for a manager?
A5: As a manager, you will be expected to work in different shifts (morning, afternoon, night) on a rotating basis to provide leadership and support to your team, which operates 24/7 to serve global customers.
📄 Official Notification / Apply Link: https://careersatagoda.com/job/6886729-customer-experience-team-manager-english-team-pune/