Senior Team Lead

Overview:
This Senior Team Lead is responsible for the operational management and strategic growth of a multi-channel team. The team is dedicated to driving sales, promotion, and brand advocacy for a key Technology and Electronics Devices client across digital and voice channels. The Senior Team Lead oversees the performance and integration of E-Promotor, Telesales, Social Networking Services (SNS) engagement, and Third-Party Distributor (3PD) support staff.

Qualifications:
- Minimum of 4+ years in a BPO or Contact Center environment, with at least 2 years in a management or Senior Team Lead role overseeing multiple lines of business or diverse functions (e.g., combining sales, digital, and support).- Strong functional knowledge of the Technology and Consumer Electronics sector and associated sales/support cycles.- Proven experience managing at least two distinct operational channels (e.g., Telesales and Digital/Social Support).- Advanced proficiency in data analysis, trend identification, forecasting, and reporting (using Excel and BPO/Call Center software).- Exceptional client-facing communication and presentation skills, with fluency in Thai & English.

**Responsibilities**:

- Act as the primary operational point of contact for the client regarding the performance of the multi-channel sales and advocacy project for Technology and Electronics products.
- Ensure all KPIs and Service Level Agreements (SLAs)—including sales targets, Quality Assurance (QA) scores, customer satisfaction (CSAT), and resolution times—are consistently met or exceeded across all four teams.
- Manage the client-specific budget, forecasting, and resource allocation for the entire team to optimize profitability and operational efficiency within the BPO model.
- Drive Continuous Improvement initiatives by analyzing operational workflows and implementing best practices to increase efficiency and enhance the customer/partner experience.
- Provide strategic leadership and coaching to direct reports (Team Leads or Supervisors) across the E-Promotor, Telesales, SNS, and 3PD support functions.
- Develop and execute integrated strategies that ensure seamless customer journeys and lead handoffs between digital (E-Promotor/SNS), direct voice (Telesales), and external channel support (3PD).
- Oversee all people management duties for the multi-channel operation, including hiring, onboarding, training, performance management, and career development within the BPO structure.- Telesales: Monitor call quality, optimize script effectiveness, and manage conversion rates for inbound sales, outbound lead generation, and upselling of devices.- E-Promotor & SNS: Direct the team's content strategy, product expertise, and engagement quality to drive digital advocacy, positive reviews, and measurable online sales lift.- 3PD (Third-Party Distributor/Channel Support): Ensure the team provides best-in-class operational and sales support to external channel partners (e.g., retailers, resellers), including training, inventory communication, and issue resolution for electronics products.- Conduct high-level root cause analysis for underperformance or client escalations, implementing immediate corrective and preventative actions.- Prepare and present detailed Weekly/Monthly Business Review (WBR/MBR) reports to both BPO management and the client, covering multi-channel performance, revenue attainment, and strategic outlook.- Ensure all teams strictly adhere to the client's brand guidelines, product compliance requirements, and all regulatory laws regarding sales, data protection, and digital conduct specific to the technology industry.