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Job Posting Location
BangkokJob Summary
Manage overall Contact Center operations to ensure service excellence and SLA compliance, maintain strong client relationships, lead and develop teams, optimize costs and resources, monitor performance through KPIs, drive process improvements, oversee operational systems and technology, resolve service issues efficiently, and ensure effective workforce planning to achieve business and client objectives.Job Description
1. Customer Service Management – Oversee service quality to ensure compliance with client agreements (Service Level Agreement – SLA) and company standards.
2. Client Relationship Management – Act as the main liaison between the company and clients, ensuring operations align with client expectations.
3. Team Leadership – Manage recruitment, training, and development of staff to maintain high service standards.
4. Budget and Cost Management – Plan and control operational costs to ensure efficiency and cost-effectiveness.
5. Setting and Monitoring Key Performance Indicators (KPIs) – Track and report performance metrics to align with client goals.
6. Process Analysis and Improvement – Evaluate operational efficiency and recommend improvements for better service quality.
7. Technology and Systems Management – Oversee the implementation of CRM and call management systems to ensure seamless integration with client platforms.
8. Reporting and Performance Review Meetings – Provide detailed reports and insights on contact center performance to clients and executives.
9. Handling Operational Challenges – Address issues such as customer complaints and system-related problems in real-time.
10. Employee Development and Training – Create career development plans and conduct training programs to enhance staff skills.
11. Workforce and Schedule Management – Plan staffing and work schedules efficiently to balance workload and productivity.
Recruiter
Pitchaporn Sukittipattanakul (พิชชาพร สุกิตติพัฒนากุล)