Accommodation Services Senior Team Manager (Kuala Lumpur)

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Kuala Lumpur, Malaysia

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

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

Behavior

Definition

Continuous improvement

Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstrable outcomes. Embraces both successes and failures to learn and maximize the benefit.
Embraces and drives change, is open and supportive of improvement opportunities identified by others.

Deliver better together

Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions.
Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.

Enable others` success

Is committed to building and nurturing a culture of frequent feedback, coaching and career development. 
Provides clarity on accountabilities and goals and progress.
Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.

 

COMPETENCIES REQUIRED

Analytical ability & Problem Solving

is able to visualize, articulate, conceptualize or solve both complex and uncomplicated problems using the data available.

Effective  communication (Verbal and written)

delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions
Practices attentive and active listening. Is able to influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals

Develop & manage team 

govern and coordinate the team to perform in their job. Learn the skills, potential and ambitions of the team members and define long term success.

Time / workload management & prioritization

creating a work environment where tasks and responsibilities are accomplished successfully within the time available

Operational planning & coordination

create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals

Commercial acumen

is keen and able to quickly understand and deal with a business situation in a manner that will benefit the company

Result driven

driving high standards to accomplish challenging goals. Works hard to achieve them

Emotional intelligence

the ability to monitor one’s own and other people’s emotions, to discriminate between different emotions and label them appropriately, and to use emotional information to guide thinking and behavior

Data driven strategy

creates and executes strategy based on data with focus on what is driving our business and defines he tactical elements of the strategy.

 

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

Qualifications

Bachelor or equivalent degree required; advance Excel skills

Experience

Minimum 10 years working experience in travel industry, ecommerce, customer service or similar

Minimum 5 years of supervisory/team lead experience in a contact center environment or similar, including SLA management

Proven track record in people and performance management, Proven experience and knowledge in effective hiring, training, coaching and people management practices

#kualalumpur #CUST #4 #LI-EB1

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

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