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About this position

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.

Benefits