Associate Director - Regional Head of Customer Support (Based in KL or BKK)

- Lead a region of the Customer Service Delivery team supporting ~25% of our 18 language teams across Accommodation, Flights & Activities.

- CRM tools - contact center software - WFM tools - data visualization tools - Agile methodologies

- Empower Your Team - Drive Continuous Improvement - Partner with win/win mindset - Collaborate Across Boundaries - Lead with Purpose - Cultivate a Positive Culture - Embrace Risk and Learning - Ensure a Supportive Environment - Uphold Compliance and Values

- Strong background in multi-channel Contact Center / BPO operations - Excellent verbal and written communication skills in English - Excellent listening skills, critical-thinker, and problem solver with attention to detail - Excellent personal and interpersonal skills - Must be able to handle multiple projects and effectively manage different timelines - Must be an assertive team player with high energy to work in fast-paced environment

Familiarity with Agile methodologies, Proficiency in CRM tools and contact center software, WFM tools and data visualization tools, Experience with predictive analytics and AI-driven tools, Fluency in additional languages

AutoFill your information, Do you as a candidate have a personal relationship with a current Agoda employee?, Do you have a proven track record in people and performance management?, Do you have experience working in a contact center environment including SLA management?, Are you currently or have in the past been a resident of the following countries or territories?, How did you hear about this job?, In which country/region are you currently based?, Do you allow us to provide you TEXT/SMS updates of your interview process?, Do you agree to Agoda’s use of personal data from your application to improve our recruitment experience?, Email me about other job openings within the Booking Holding’s entities and recruitment-related newsletters?, To avoid actual or perceived impairment of our parent company’s independent auditor – Deloitte and to comply with applicable regulations of Securities and Exchange Commission of the United States, we need to seek approvals from our parent company before starting the interview process. With this, please confirm if you are currently or formerly have been associated with Deloitte or any of its subsidiary entities at any time including but not limited to any time as a direct employee, director, contractor, major shareholder, intern etc.?