Customer Service Vendor Manager (Based in Bangkok / Kuala Lumpur)

Behavior 

Definition 

Continuous improvement 

Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable 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. 

Effective communication 

Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions 

People 

Vendor performance management, drive performance, partner on training and coaching delivery & communications
Knowing HR/staffing policies (country specific) and how it impacts vendors and Agoda
Put strategy to action / develop self-awareness, model leadership authentic, personal brand, confidence, knowing people`s motivations, diversity, encouragement to enable vendor success
L&D – develop partners and share best practice between in-house and vendor teams and understand impact of people processes 

Data analysis 

Data competency, analyze numbers, leverage tools, draw conclusions, data driven decision making
Use analytical and logical reasoning to examine the data available and collaborate with analytics for data mining, business intelligence, and data visualization 

Strategic mindset 

Strategical thinking – Ability to assess, view, forecast and create a vision for the future to aid decision making process to ensure business growth
Decision making ability, having a vision on the future of business, improve, move fast, experimental, creative, find solutions, implement plans
Strategic leadership: drive strategy & innovation through vendor partnerships
Provide strong insights externally, tech development, competitive landscape, differentiators in vendor management
Build engagement and understanding around future direction, connect people to vision, model change, resilience, support and inspire people through change 

Project leadership 

Ability to identify, create and apply processes, methods, knowledge, skills and experiences with the aim to achieve project objectives 

Contact center 

Experience with outsourced vendors, their processes and performance management framework and how it impacts company performance 
Customer focus – invest time in building good relationships, collaborate externally, aim for best-in-class customer experience, engage team, implement action steps to deliver this
Commercial acumen - is keen and able to quickly understand and deal with a business situation in a manner that will benefit the company 

Qualifications 

Degree in any discipline, Customer Operations and Performance Center (COPC) certification or equivalent a plus.  

Experience 

At least four (4) years of experience in managing projects of similar domain (including experience in call center management), scope and scale. Good knowledge of contact center industry best practices.  Good supervisory, planning, management, and communication skills. Able to make or direct decisions on staffing, systems, and operational needs of the Contact Centre. Possess a customer-oriented outlook 

Trainings 

On the job training, Leadership Training, GROW and more