Company is looking for a Contact Center Manager to oversee daily operations across the Thai, Indonesian, and Vietnamese markets. You will be responsible for ensuring high customer satisfaction and operational efficiency while managing team performance and service quality.
What You'll Do
- Manage and supervise daily contact center operations across calls, emails, and chat channels.
- Ensure service levels, response times, and key performance indicators are consistently met.
- Develop and implement operational procedures and workflows.
- Monitor call volumes and manage workforce planning to ensure adequate staffing.
- Order and control small assets like PCs, monitors, and amenities for the center.
- Coordinate staff recruitment, onboarding, and termination with Allegiance, as well as welfare benefits contracts.
- Submit overtime and monthly bonus files to Allegiance.
- Recruit, train, coach, and develop contact center Team Leaders and agents.
- Conduct monthly and annual performance reviews, providing constructive feedback.
- Foster a positive, motivated, and customer-focused work environment.
- Coordinate monthly events with Team Leaders and the Director.
- Handle escalated customer complaints and complex cases.
- Track and analyze performance metrics daily and monthly.
- Prepare operational reports and present performance insights to senior management.
- Animate the Quality committee with Coach, Team Leaders, and the Quality Manager to define improvement initiatives.
- Identify training needs and organize coaching sessions.
- Ensure compliance with company policies and data protection regulations and assist the Director with PCI certification.
What We're Looking For
- A Bachelor’s degree in Business Administration, Management, or a related field.
- 5+ years of experience in customer service or contact center operations.
- A minimum of 2–3 years in a leadership or managerial role.
- Strong knowledge of contact center KPIs and workforce management.
- Strong leadership and people management skills.
- Excellent communication and conflict-resolution abilities.
- An analytical and problem-solving mindset.
- Experience with CRM and contact center systems.
- The ability to work in a fast-paced, performance-driven environment.
- A customer-centric approach.
Nice to Have
- Experience managing multi-channel or omnichannel contact centers.
- Knowledge of quality assurance frameworks.
- Experience with workforce management tools and reporting dashboards.
Technical Stack
- CRM and contact center systems
- Workforce management tools
- Reporting dashboards
Team & Environment
You will manage Team Leaders and agents, reporting directly to the Director.
Company is an equal opportunity employer.