Careers & Jobs at Concentrix (Thailand)

Team Leader - CS E-com

Concentrix (Thailand)

Concentrix (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

We create game-changing customer journeys that help brands grow, across the world and into the future. We understand customers better than anyone else can. Within billions of data-points, our engineers find and harness the insight to craft experiences that touch hearts and move markets. We believe in creating experiences that go beyond Wow; combining human talent with artificial intelligence to design, build and run truly integrated customer journeys, at scale, across the entire enterprise. Whether you’re a small company with big ideas or a leading global brand, we’re not just your next-door neighbor, we’re everyone’s, everywhere. It doesn’t matter if your customer journey spans channels, technology, or even oceans – we’ve got you covered. We’re behind the scenes of the brands you rely on every day. So chances are, we’ve already met!

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Job function: Sales & Business Development

Industries: Information Technology

About this position

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates (non-voice / voice) and ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Requirements

• Associate's degree in related field with two to four years of supervisory role with coaching experience preferred
• Experience in managing e-commerce customer support team, live queue - high case volume monitoring, data-driven performance analysis, CSAT and quality management will be an advantage
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal in English and Thai
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work on shifts rotation schedules including weekend, and public holidays. 11am-11pm operation hours with shift rotation and subject to be changed according to business needs.

Benefits

Huneety A.I Salary Estimate

60,000 - 150,000 THB per month

Concentrix (Thailand)

8 jobs

List of jobs found:

Team Leader - CS E-com

Team Leader, Operations (Native Thai)

Team Leader, Operations (Native Thai)

Team Leader, Operations

Transformation Consultant

Associate Director People Solutions

Quality Evaluator

Wellbeing Specialist (Sr. Team Lead level)

Team Leader - CS E-com

About this position

Responsibilities

Requirements

Benefits

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About Concentrix (Thailand)