Role & Responsibility

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.

Qualification

1.Educational Background – Bachelor's degree or higher in Business Administration, Management, Marketing, or a related field.

2.Work Experience – At least 5 years of experience in managing call centers or working in the outsource contact center industry.

3.Communication Skills – Strong communication skills in both Thai and English (or other languages relevant to clients).

4.Team Leadership – Proven ability to manage and develop teams for optimal service performance.

5.Data Analysis – Ability to analyze and interpret key data to enhance operational efficiency.

6.Technology Proficiency – Knowledge of CRM systems, call center software, and data analytics tools.

7.Budget and Cost Management – Ability to plan and control expenses effectively to maximize efficiency.

8.Client Relationship Management – Strong negotiation skills and experience in managing client relationships.

9.Problem-Solving Skills – Ability to quickly assess and resolve operational challenges.

10.Leadership Ability – Capable of motivating and leading a team toward achieving targets.

11.Change Management – Adaptability and ability to implement strategic changes within the organization.

12.Strategic Planning – Expertise in developing strategies to enhance service quality and operational effectiveness.