Job title: Director of Contact Center Operation
Job type: Permanent
Emp type: Full-time
Industry: Professional Services / Business Consultancy / Logal Services
Expertise: Management / Project Management
Salary type: Monthly
Location: Bangkok Thailand
Job published: 16/09/2021
Job ID: 38612
Contact name: Teeragan Davies
Phone number: 0632966655

Job Description

Director of Contact Center Operation (Up to 300K)

DEPARTMENT: Contact Center Operation

Department size: Approx. 3,000 Employees

LOCATION: Bangkok (Main site) / Khonkean (Branch)

 

Experience Requirements

  • Minimum 10 years of Call Center/Contact Center management experience
  • Having experience in more than 1,000 seats scale size of contact center operation
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with related management team and managers at all levels across the wider business to achieve goals and objectives
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills
  • Occasional travel to clients or Contact Center site required.

Responsibilities

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
  • Responsible for development and administration of annual department budget to attain business goals with operational stability,
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center,
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
  • Manage and expand client and coworker relationships,
  • Find and close new revenue opportunities within the existing client base,
  • Insure compliance with regulatory agency guidelines and standards.

**Only shortlisted candidates will be notified**

*Please do not hesitate to apply or send your CV directly to me at prin@ancor.co.th