Bangkok, Thailand
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Listing record updated: November 14, 2026. We archive records after 60 days without an update. This date does not confirm that the employer is still hiring.
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Agoda is hiring a Customer Service Vendor Manager to join its Customer Experience Group (CEG) in Bangkok, with Kuala Lumpur also listed as a possible location. The role owns the relationship with outsourced customer service vendor(s), managing performance, costs, compliance, and escalations while partnering with internal teams such as Workforce Management, Technology, and People. The manager drives strategic planning, KPI alignment, staffing optimization, and project rollouts impacting vendor operations.
The position requires at least four years of experience managing projects in call center or vendor management, including supervisory and communication responsibilities. A degree in any discipline is required, with COPC certification considered a plus. The role suits candidates with strong data analysis, strategic thinking, and project leadership skills.
Own and manage selected vendor relationship(s), including process improvements, cost/pricing management, and compliance
Collaborate with internal managers and senior leadership to meet OKRs on time and with high quality
Conduct operational planning and coordination: monthly/quarterly strategy, KPIs, technology and product launches
Work with Workforce Management on schedules, forecasts, agent occupancy, and staffing planning
Handle escalations, cross-functional meetings, and project rollouts impacting vendors
Degree in any discipline; COPC certification or equivalent a plus
At least 4 years of experience managing projects of similar domain, including call center management
Good knowledge of contact center industry best practices
Strong supervisory, planning, management, and communication skills
Customer-oriented outlook with ability to make decisions on staffing, systems, and operational needs
COPC certification or equivalent
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