Accommodation Services Senior Team Manager (Kuala Lumpur)

Kuala Lumpur, Malaysia

Get to Know our Team: 

The Accommodation Services Team is working with Agoda’s accommodation partners daily. We are communicating with them on the phone and via email in many different languages and supporting them in technological, financial, and operational areas. The Accommodation Services Team is the first point of contact for our partners when connecting with Agoda, and we are excited to guide them along in this new venture. We assist in creating attractive profiles on Agoda’s sales channels, provide support in uploading high-quality pictures and adding new room types, and improve their inventories. We are also there when they need help to manage their Agoda bookings. Our agents support our partners to set up the best available and bookable products on Agoda channels. Once the product is there, we are assisting them with bookings and payments. We push for improvement every day, implementing the app version of the extranet and creating new payment models to ensure each partner’s journey with us even more exciting and rewarding. 

ROLE DESCRIPTION

The Accommodation Services Senior Manager is a role responsible for establishing and managing relationship with partners by providing them with exceptional service and needed assistance. Leading the team to achieve qualitative and quantitative targets, always ensure alignment of individual and business goals by constant communication with each of the team members, and training and monitoring of the team. This role is providing vision, leadership, and guidance in the key operating areas to each team member and developing tactical plans to reach these goals. This role is participating in projects and supporting the Project Team accordingly. The Accommodation Services Senior Manager leads a team of Senior Specialists who work on case consultation, escalations, etc., as well as drive QA for the business. This role works on Language management but also works on language service improvements for partners globally.

ROLE RESPONSIBILITIES

Performance monitoring & management:

• Checking case resolutions and used handling procedures of each member of the team and providing feedback based from QA results
• Identifying problem and defining areas for development
• Comparing actual and past results with a plan for an upcoming week; managing resources and shift for AST Senior Specialists accordingly by creating action plans
• Monitor Accommodation Services team operations, complete system audits, manage system and process improvement and quality assurance programs
• Identify and prioritize operational issues, and recommend process improvements when needed
• Language queue management overview
• Understanding gaps in language services for Global AST
• Implement tools and processes for team performance tracking and reporting
• Ensure team targets and KPIs are achieved

People management:

• Recruit, develop, and manage a team of Accommodation Services Senior Specialists
• Oversee day to day tasks and responsibilities of the Accommodation Services team
• Identifying low and top performers in the team by reviewing the results such as the number of closures, SLA, PSAT and the number of re-opened tickets
• One on one meetings with Accommodation Services Specialists to review their performance and development plans
• Recognizing areas of improvement, strengths and weaknesses of AST Senior Specialists and organizing needs based trainings and developing coaching sessions
• Train, teach and develop team members to deliver exceptional partner experience
• Hold team meetings to share important information, business updates and performance progress
• Ensure that the working environment is in line with Agoda’s vision, mission and value

Project management:

• Project planning and assigning resources for upcoming and ongoing projects
• Supporting ongoing projects
• Identifying and analyzing opportunities for improvement
• Work with various stakeholders within Agoda to drive high ROI projects

Stakeholder management:

• Collaborate with the AST Central Team in developing workflows and knowledge articles
• Collaborate with the Partner Services team in operational activities, attend PS team leader meetings
• Collaborate with CST Management
• Collaborate strategically with the leaders of AST
• Actively participate in experiments with the AST Project Managers and Partner Services teams
• Meet occasionally with Partners and mitigate negative experiences, provide solutions and build strong relationships
• Share relevant data and information with internal and external partners to ensure a high level of communication and feedback to optimize performance
• Coordinate with senior management on strategic planning and objectives
• Improve and maintain internal and external customer satisfaction levels

Real time support & Escalations:

• Providing case consultation when a decision/advice from the management is needed
• Assisting Partner Services or Finance Team with those cases where it requires high quality response

Reporting:

• Creating reports and providing them to the AST Central Team; analyzing collected data
• Analyzing business performance and sharing with management and stakeholders
• Weekly and monthly meetings

Collaborate with other teams:

• Learning & Development Team
• Collecting gaps and training needs
• Bi-weekly trainings for the team (refreshers, upskilling trainings and others)
• Sharing information received from the Central Team, case solutions and updates on weekly basis
• Assist with training materials for external and internal users
• Share and seek out best practices and knowledge

EXPECTATIONS – BEHAVIORS AND VALUES

COMPETENCIES REQUIRED

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

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