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

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