Call Center

Department- LevelEntry Level- LocationThailand - Bangkok- Manage day-to-day call center operation of logistics/e-commerce business
- Ensure smooth running of daily processes to meet service commitment level
- Assists with taking agents’ calls if they can’t handle the workload
- Oversee and drive team to achieving related KPIs and overall performance
- Ensure that all agents are working effectively and follow all technical and company service processes
- Ensure proper notification/escalation of service activities are followed to ensure smooth operation with sellers/buyers
- Continually improve call and answer scripts and documentation procedures for agents
- Coach, train, motivate and support team members
- Analyze the data and prepare report to senior management on a weekly and monthly basis

**Requirements**:

- Thai nationality
- Bachelor's Degree in any related field.
- At least 2+ years’ experience in a contact center, managing a team of at least 5 agents
- Experience in CRM and Call Center Management System would be an advantage
- Experience in logistics business or e-commerce business would be an advantage
- Good command of written and spoken English
- Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
- Good analytical thinking and able to form assumption to identify team/individual performance gap
- Worked with or Able to comprehend KPIs/performance data reports
- Able to work in shift is an advantage