Operations Manager – Customer Service
บันทึกงานนี้และจัดระเบียบการค้นหาของคุณ
สร้างบัญชีฟรีเพื่อบันทึกงาน สร้างการแจ้งเตือน และกลับมาที่รายการนี้จากแดชบอร์ดของคุณ
เมื่อดำเนินการต่อ แสดงว่าคุณยอมรับ ข้อกำหนด & นโยบายความเป็นส่วนตัว.
Location:
Singha Complex, Bangkok, Thailand (on-site) Industry: Customer Service for a well-known international company
Working hours
24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirements Language: Japanese or Korean: native level or C1 and above
· English: B2 Min for management reporting and client governance Overview We are looking for an Operations Manager to lead the end-to-end delivery of a Japanese
- and Korean-language Customer Service programme in Bangkok, Thailand. You will lead Team Leaders and support functions in a 24/7 operation, manage client governance and drive performance, people development and growth of the account.
Key responsibilities
• Manage the overall performance and governance of the programme, and day-to-day operations in line with client requirements and SLAs.
• Promptly identify and resolve service delivery issues, including preventive measures; lead transition during set-up and ramp-up phases.
• Establish the delivery processes and service level reporting needed to run the programme, with WFM, IT, HR and Facilities.
• Provide strong people management, mentorship and career development to Team Leaders and agents; achieve low attrition and high engagement.
• Set team goals, track progress and share results; drive continuous improvement and productivity/quality gains.
• Maintain an effective client relationship with proactive communication, action plans and closed-loop follow-up; flag and escalate business risks in time.
• Execute client and leadership decisions through the change management process. Requirements
• Bachelor's degree or equivalent diploma.
• Minimum 5 years in contact-centre / BPO operations, including 2+ years managing Team Leaders or a programme.
• Proven track record of meeting client KPIs and leading ramp-ups in a fast-paced environment.
• Strategic thinker with strong analytical and problem-solving skills; excellent written and verbal communication.
• Japanese or Korean native/C1 and English B2 min
• Able to support a 24/7 operation; willing to relocate to Bangkok if currently residing overseas.
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