{"id":586158,"url":"https://alion.io/job/agoda-customer-experience-team-manager-pune","title":"Customer Experience Team Manager (Pune)","company":{"id":200,"name":"Agoda","domain":"agoda.com","url":"https://alion.io/company/agoda","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":77,"ghost_share":0.039,"stale_share":0.636,"repost_share":0.117,"time_to_fill_p50_days":59,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":387},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false},{"name":"YouTube","optional":false}],"status":"live","first_seen_at":"2026-09-10T02:59:53Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T04:22:41Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":64},"description":"About Agoda\nAt Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. \nToday, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.\nNo two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.\nGet to Know our Team: \nAgoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. \nThe Opportunity:\nAre you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?\nWe are looking for a talented, energetic, results-oriented person who loves working in a fast-paced,multinational environment. As a Contact Center Team Manager based in Pune , you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity. \nIn this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members’ strengths, weaknesses and motivations.\nThe position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.\nYou will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.\nIn this Role, you'll get to: \nContinuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met\nProvide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.\nIdentify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.\nEnsure the proper and effective implementation of new and existing customer service structures & procedures\nUnderstand & analyze traffic reports, proactively make suggestions for improvement\nMonitor team attendance, document infractions and implement corrective action\nAssist with planning/organizing the proper coverage & align staffing\nSupervise the quality assurance process and related training of staff members to ensure quality customer service.\nParticipate in recruitment activities (screening, interviewing)\nAct as a backup of Operations Manager if needed\nWhat you'll Need to Succeed:\nAt least 2 years of people management experience in a contact center environment.\nMust have experience managing a team of at least 15 in an inbound contact center environment.\nExcellent English communication skills (verbal & written). \nMust have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.\nExcellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments\nMust be able to handle multiple projects and effectively manage different timelines\nProven experience and knowledge in effective hiring, training, coaching and people management practices\nExperience in managing remote teams is an advantage\nProficiency in Microsoft products including Word, Excel and PowerPoint\n #newdelhi #bangalore #gurgaon #gurugram #hyderabad #kolkata #noida #CUST #4 #LI-EB1\n\nPlease review our Hiring Process Guidelines before your interview - click here to learn how interviewing at Agoda works.\nDiscover more about working at Agoda\nAgoda Careers https://careersatagoda.com\nFacebook https://www.facebook.com/agodacareers/\nLinkedIn https://www.linkedin.com/company/agoda\nYouTube https://www.youtube.com/agodalife\nEqual Opportunity Employer \nAt 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.\nWe 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.\nDisclaimer\nWe do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. 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