Keywords: Operations Management, Contact Centre, Customer Care, Reservation Activities, Performance Management, Customer Satisfaction, Process Enhancement
Our client is seeking a Contact Centre Operations Manager to join their dynamic team. This role offers the unique opportunity to contribute to an ambitious strategic development of their Contact Centres activity. You will be part of a pioneer team, innovating in the Call Centre activity sector. The successful candidate will have the chance to work with a diverse team across multiple locations, creating memories and connecting people and cultures. This role promises ongoing training, learning, and continuous growth of your expertise, along with a strong sense of belonging.
- Contribute to ambitious strategic development
- Join a pioneer team in Call Centre innovation
- Ongoing training and continuous growth opportunities
What you'll do:
As a Contact Centre Operations Manager, you will play a pivotal role in managing the daily operations of our client's Chinese speaking markets. Your primary responsibilities will include overseeing both Customer Care and Reservation activities, monitoring and managing performance to ensure achievement of high service level and Quality standard across all channels. You will also collaborate on strategies to enhance service delivery, conduct quality assessments with BPOs, identify opportunities for process enhancement, and implement improvements that optimize workflows and elevate service quality.
- Manage daily operations of Contact Centre for Chinese speaking markets
- Oversee Customer Care and Reservation activities
- Monitor and manage performance to ensure high service level and Quality standard across all channels
- Collaborate on strategies to enhance service delivery
- Conduct quality assessments with BPOs
- Identify opportunities for process enhancement and implement improvements
- Ensure efficient deployment of information & processes in centres
What you bring:
The ideal candidate for the Contact Centre Operations Manager position brings a wealth of experience in client relationship management or operations within a contact centre environment. You possess exceptional verbal and written communication skills, are analytics and data driven problem solver, able to derive insights and drive production improvements. Your ability to work effectively in teams and in a multi-cultural environment sets you apart. Familiarity with contact centre operations, customer service best practices, as well as excellent communication skills in Mandarin, Cantonese and English are essential for this role.
- Minimum 5 years experience in client relationship management or operations within a contact centre environment
- Exceptional verbal and written communication skills
- Analytics and data driven problem solving abilities
- Ability to work in teams and in a multi-cultural environment
- Familiarity with contact centre operations and customer service best practices
- Excellent communication skills in Mandarin, Cantonese and English
- Familiarity with Chinese social media tools like WeChat
What sets this company apart:
Our client is an inclusive company with an ambition to attract, recruit and promote diverse talent. They are far more than just a worldwide leader; they welcome you as you are and support you to grow and learn every day. They ensure that work brings purpose to your life, so that during your journey with them you can continue to explore limitless possibilities. Every chapter of your story is yours to write and together they can imagine tomorrow's hospitality.
What's next:
Ready to take the next step in your career? This could be your opportunity!
Apply Today by clicking on the link!
Due to the high volume of applications, our team will only be in touch if your application is shortlisted.
Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551
