Assistant Operation Manager

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The Assistant Operation Manager is responsible for overseeing the daily operations of the contact center, ensuring adherence to policies and service standards while enhancing customer experience and productivity.

Responsibilities

• Oversee daily operations of the contact center, ensuring adherence to policies, procedures, and service standards.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
• Develop and implement efficient workflows to optimize the contact center's productivity.
• Implement strategies to enhance the overall customer experience.
• Analyze customer feedback and recommend improvements in processes, services, and systems.
• Collaborate with other departments to address customer concerns and improve cross-functional processes.
• Conduct regular audits and assessments to uphold service quality standards.
• Foster a positive and high-performance work culture within the contact center.
• Generate regular reports on contact center performance, including KPIs, customer satisfaction, and team productivity.
• Analyze data to identify trends, make informed decisions, and implement improvements.
• Monitor and control expenditures to ensure cost-effectiveness.

Requirements

• Bachelor’s degree in business, Management, or a related field.
• Proven experience in contact center management or a similar role.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to analyze data and make data-driven decisions.
• Familiarity with customer service software and CRM systems.
• Flexibility to adapt to changing priorities and a fast-paced environment.
• Strong communication in Thai and English both written and spoken skills.
• Ability to communicate clearly and concisely, both orally and in writing.