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
