Job Description :

  • Actively guides, mentors, and develops Team Leads
  • Ensure team leaders are working effectively to control and monitoring agents
  • Manage, train and coach contact center's team members and monitor staff's performance according to established monitoring standards
  • Support CSM by giving feedback/information for a personal development plan for TL to ensure they have a basic skill set required for controlling CS team
  • Ensure all KPIs are monitored and takes the necessary action by TL when KPI is critical
  • Ensure day to day CS operations run smoothly to meet service commitment level
  • Handle day-to-day customer and employee issues and any elevated and complex customer service complaints
  • Notification/escalate problems or issues to related departments in order to reduce the impact on customer satisfaction
  • Support CSM to development, implementation and execution of operational strategies for customer service management
  • Recommends CSM about CS improvement initiative to ensure all CS operations gap is covered
  • Works with BPM to create SOP to ensure all TL’s tasks are defined, documented and implemented
  • Ensure all TL’s SOP is conformed

Requirements

  • Minimum 10 years of contact center/customer service management experience
  • Minimum of University educational level or equivalent further education
  • Proven people management skills
  • Leadership Flair with the skill to motivate others to perform and exceed expectations
  • Professional, proactive, positive and "can-do" attitude
  • Experience of Managing BPOs is an advantage
  • Analytical skills
  • Fluent in both written and verbal English and Thai language skill

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