Customer Service Team Lead

4 weeks ago


กรงเทพมหานคร, Thailand GrowthFn Full time

Responsibilities:

- Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
- Ability to understand the critical-to-quality (CTQ) parameters that affect the process and work on them.
- Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion
- Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
- Escalate red flags to management on a duty of care perspective
- Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
- Guarantee that base operational expectations and information security policies are enforced - Identify improvement opportunities in workflows and suggest solutions.
- Create a culture of innovation
- Facilitate team meetings and team huddles
- Create an engaging and fun work atmosphere for the team
- First point of escalation and clarification on HR-related matters and concerns
- Course correct non-performing metrics and analysts through root cause analysis and solid action planning
- Perform monthly sit down sessions to gather insights and innovation ideas
- Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
- Ensure that SMEs are performing their duties and responsibilities

KEY QUALIFICATIONS/SKILLS
- Graduate with 2-6 years of working experience, preferably with experience in leading team.
- Ability to motivate teams and rally the group toward organizational goals
- Excellent oral and written communication skills.
- Passion for learning and creative problem-solving.
- Strong knowledge of cultural context in the user countries supported
- Good knowledge of language of the countries supported is an advantage
- Analytical frame of mind.

Other skills
- Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously.
- Adaptable to learn new processes, concepts, and skills.
- Demonstrates the ability to work as part of a team adding positive attitude and business focus
- Ability to work in a fast-paced work environment
- Enjoys challenging opportunities.
- Ability to communicate in a dynamic environment throughout all management levels
- Ability to solve urgent matters and work under pressure
- Reliable, proactive approach to entrusted tasks

Working Conditions:

- Client holidays are observed
- Cyclical work shift including work hours at night
- Overtime may be required

Pay: Up to ฿40,000.00 per month

Ability to commute/relocate:

- กรุงเทพมหานคร: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Your nationality?
- Your whatsapp number or Line ID
- This position is under Concentrix Thailand, have you applied for this position before?
- Your current salary
- Your expected salary
- Notice period

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Customer Service Team Lead: 1 year (required)
- BPO: 1 year (preferred)

**Language**:

- Thai (required)



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