Contact Center Manager / Call Center Manager

Job Description Summary

-    Manage overall Call Center performance to achieve KPIs and revenue target. Plan to control expenses appropriately including supervising the performance of staff in the team to ensure quality, accuracy, speed, and business value and achieve the KPI goals set by the company and the employee.

Job Responsibilities
-    Plan and supervise the performance of subordinates on the project assigned to get jobs that are quality, accurate, fast and with business value to achieve KPI goals Which the company determines.
-    Planning for revenue management expenditure appropriate and profitable according to the KPI as determined by the company.
-    Plan to allocate and control the rate of entry of employees appropriately according to the workload.
-    Coordinate with clients about tasks assigned, KPI commitment and maintain good relationships with clients.
-    Develop the potential and increase the skills of subordinates to be able to work efficiently.
-    Recommend help to support work Including evaluation of performance, measurement, development, and quality improvement the ability of subordinate.
-    Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
-    Summarize overview performance Report (daily, weekly, monthly) presented to General Manager and Clients.
-    Coordinate or discuss with related parties such as IT Admin HR etc.
-    Job Assignment & Others.

•    Education: bachelor’s degree at least
•    Proven experience as a call center manager or similar position
•    Experience in call center and customer service is required.
•    Knowledge of performance evaluation and Call Center metrics.
•    Solid understanding of reporting and budgeting procedures
•    Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
•    Proficient in MS Office and call center equipment/software programs
•    Outstanding communication and interpersonal skills
•    Excellent organizational and leadership skills with problem-solving ability
•    Positive and patient
•    Have an Outsourced Contact Center business background for 3 years up is advantage.

Work Location : อาคารเอบีซี เวิลด์  ถนนรามคำแหง

• Birthday Leave
• Training and Development
• Provident Fund
• Staff training and development
• 5-day work week
• Social security
• Health insurance
• Accident Insurance