Customer Experience Team Manager – Chinese Team

About the role

Agoda is seeking a motivated Customer Experience Team Manager to lead its Chinese support team in Foshan. You will guide a group of agents, ensure service quality, and contribute to continuous improvement across the global contact centre network.

Key responsibilities

• Lead at least 15 inbound contact centre agents, providing coaching, feedback and performance evaluation.
• Monitor traffic, service levels and attendance, taking corrective actions to meet KPIs.
• Analyse multi‑channel reports, suggest process improvements and ensure proper implementation of new procedures.
• Supervise quality assurance, training and recruitment activities, and act as backup for the Operations Manager.

Required profile

• Minimum 2 years of people‑management experience in a contact‑centre environment.
• Excellent verbal and written English and Mandarin communication skills.
• Willingness to work rotating 24/7 shifts, including public holidays and weekends.
• Proven ability to evaluate, implement and monitor processes that boost efficiency and staff performance.

Required skills

• Proficiency with Microsoft Word, Excel and PowerPoint.

What we offer

• Highly diverse, multicultural work environment.
• Flexible hybrid work model with a one‑time work‑from‑home allowance.
• Competitive compensation package with performance‑linked bonus.
• Agoda staff discount on bookings, career development opportunities, supplemental medical & life insurance, and employee well‑being programs.