Assistant Manager – Operations (Native Thai)

Assistant Manager – Operations (Native Thai) Responsibilities:- • The Assistant Manager – Operations must be proficient to converse in Thai and English Languages with their sub-ordinates/staff and with customers. • Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs. • Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals. • Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved. • Provide ongoing coaching, training and counseling to team members on customer management as well as products and services. • Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records. • Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service. • Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms. • Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations. • Work with line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered. • Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management. • Support the management team in creation of management reports based on agreed time scales. • Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters. • Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required. • Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received. • Attended to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handle escalations through to resolution. • Identify areas for service improvement and make recommendations to the management team. • When an operational situation arises, management will require the Assistant Managers to stay back and complete all assigned duties. • Regularly review operations performance and be able to provide immediate snapshot views on overall operations. • Ensure accuracy/integrity of data. Requirements:- • Degree holder in any field. • Native Thai speaking is mandatory - the ability to read, write, and speak. • A minimum of 2–5 years of experience in customer service or a call centre environment. • At least 12 months in the current role as a Specialist or Assistant Manager. • Advanced computer knowledge: MS Office, MS Outlook, and Internet Explorer • OS Knowledge (All Windows) • Hands-on experience with Laptop / Desktop / Tablet products • Peripheral Devices (USB/Printer/Scanner, Etc.) • Network Basics (Windows network configuration/troubleshooting basic Wi-Fi issues) • Troubleshooting skills (Device drivers / Blue screen errors / Windows errors / No POS,T, etc.) • Hardware Basics (Motherboard / Hard disk / Memory / SMPS / Display / BIOS,S etc.) • Speak with a good pace, articulate, and have clear pronunciation. • Passion for customer care