Call Center Manager

1. Customer Service Management - Oversee service quality to ensure compliance with client agreements (Service Level Agreement - SLA) and company standards.
2. Client Relationship Management - Act as the main liaison between the company and clients, ensuring operations align with client expectations.
3. Team Leadership - Manage recruitment, training, and development of staff to maintain high service standards.
4. Budget and Cost Management - Plan and control operational costs to ensure efficiency and cost-effectiveness.
5. Setting and Monitoring Key Performance Indicators (KPIs) - Track and report performance metrics to align with client goals.
6. Process Analysis and Improvement - Evaluate operational efficiency and recommend improvements for better service quality.
7. Technology and Systems Management - Oversee the implementation of CRM and call management systems to ensure seamless integration with client platforms.
8. Reporting and Performance Review Meetings - Provide detailed reports and insights on contact center performance to clients and executives.
9. Handling Operational Challenges - Address issues such as customer complaints and system-related problems in real-time.
10. Employee Development and Training - Create career development plans and conduct training programs to enhance staff skills.
11. Workforce and Schedule Management - Plan staffing and work schedules efficiently to balance workload and productivity..
1.Educational Background - Bachelor's degree or higher in Business Administration, Management, Marketing, or a related field.
2.Work Experience - At least 5 years of experience in managing call centers or working in the outsource contact center industry.
3.Communication Skills - Strong communication skills in both Thai and English (or other languages relevant to clients).
4.Team Leadership - Proven ability to manage and develop teams for optimal service performance.
5.Data Analysis - Ability to analyze and interpret key data to enhance operational efficiency.
6.Technology Proficiency - Knowledge of CRM systems, call center software, and data analytics tools.
7.Budget and Cost Management - Ability to plan and control expenses effectively to maximize efficiency.
8.Client Relationship Management - Strong negotiation skills and experience in managing client relationships.
9.Problem-Solving Skills - Ability to quickly assess and resolve operational challenges.
10.Leadership Ability - Capable of motivating and leading a team toward achieving targets.
11.Change Management - Adaptability and ability to implement strategic changes within the organization.
12.Strategic Planning - Expertise in developing strategies to enhance service quality and operational effectiveness..