Contact Centre Manager, Customer Service, Thai Speaker
TP
full-time
Posted on:
Location: 🇹🇭 Thailand
Visit company websiteJob Level
SeniorLead
About the role
- Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
- Manage the day-to-day operations in accordance with requirements and SLAs set out in SOW
- Prompt identification and resolution of service delivery issues and implementation of preventative measures
- Transition management during set up or expansion phases
- Establish vendor infrastructure including technology, financial, HR, security, facilities and communication resources
- Install service delivery processes and service level reporting mechanisms
- Provide people management, mentorship and career development to Managers, TLs, and Agents to achieve low attrition and high engagement
- Flag and escalate business risks timely to the Client and stakeholders
- Lead Managers to drive process delivery and process excellence through monitoring and input
- Deep dive on customer complaints, appeal cases, and trend analysis
- Deep dive on high-risk flagged transactions for post manual fraud review and share fraud trends
- Follow chargeback operation SOPs and handle representment cases within SLA
- Guide team to complete chargeback cases ensuring correct representment documentation
- Lead high-performing team through transition to build problem solving, analytical and technical capabilities
- Establish team goals and measure progress, share results
- Deliver projects with quantitative analysis, industry research, and strategy development with global cross-functional teams
- Identify actionable insights, recommend changes, and influence team strategy
- Protect client ecosystem, prevent fraud, enforce TOS and policies
- Drive continuous improvements, productivity and quality gains
- Execute client/leadership directions via change management and maintain effective client relationships with proactive communication and POA
Requirements
- Bachelor’s degree or equivalent diploma
- Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment
- Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System that includes Fraud chargebacks, Customer Complaints and Escalations
- Strategic thinker with strong analytical and problem-solving skills
- 10+ years of experience in operations, preferably in BPO/ITES industry
- 7+ years of people management experience, including managing managers
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
- Adaptable and energized by a fast-paced environment; significant experience in a complex fast paced environment
- Excellent written and verbal communication skills
- Preferred: High cultural awareness of political and social situations is a plus
- Preferred: Proficiency in English and Thai (highly preferred, depends on market assignment)
- Ability to build positive client relations and identify process risks and improvement opportunities