Job Description:Actively guides, mentors, and develops Team LeadsEnsure team leaders are working effectively to control and monitoring agentsManage, train and coach contact center's team members and monitor staff's performance according to established monitoring standardsSupport CSM by giving feedback/information for personal development plan for TL to ensure they have a basic skill set required for controlling CS teamEnsure all KPIs are monitored and takes the necessary action by TL when KPI is criticalEnsure day to day CS operations run smoothly to meet service commitment levelHandle day-to-day customer and employee issues and any elevated and complex customer service complaintsNotification/escalate problems or issues to related departments in order to reduce the impact on customer satisfactionSupport CSM to development, implementation and execution of operational strategies for customer service managementRecommends CSM about CS improvement initiative to ensure all CS operations gap is coveredWorks with BPM to create SOP to ensure all TLs tasks are defined, documented and implementedEnsure all TLs SOP is conformedRequirmentsminimum 2 years of contact center/customer service management experienceMinimum of University educational level or equivalent further educationProven people management skillsLeadership Flair with the skill to motivate others to perform and exceed expectationsProfessional, proactive, positive and "can-do" attitudeExperience of Managing BPOs is an advantageAnalytical skillsFluent in both written and verbal English and Thai language skill