Job Description

• Strategic Planning: Develop and implement an operational strategy and business plan for TH operations. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with the company's objectives.
• BPO Partner Management: Collaborate with the BPO partner to ensure they run contact center operations in line with COPC guidelines. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards
• Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending changes as needed to enhance efficiency and effectiveness.
• Performance Monitoring: Monitor performance metrics and evaluate the efficiency of team members at all management levels. Take corrective actions to improve individual and team performance as necessary.
• Monthly/Quarterly/Semesterly/Annual Operating Plan: Develop and maintain an annual operating plan for TH operations, focusing on service quality and operational efficiency to achieve company goals.
• Professional Development: Stay updated on emerging trends in call center operations management, attend educational workshops, review industry publications, and participate in professional societies to maintain technical knowledge and best practices.
• Quality Assurance: Oversee the quality monitoring and standard monitoring process to ensure high-quality service across all customer care operations teams, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) aspects.
• Talent Development: Collaborate with the training and learning team to develop competency-based learning and build a talented contact center workforce. Foster teamwork, morale, motivation, and a customer-centric focus among managers and staff.

Requirements

• Minimum bachelor’s degree in any major from Top University. Science, Technology, Engineering, Mathematics and Management is preferred.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents)
• Training and Certification. Certified of Sabre/ Amadeus/ Galileo is beneficial
• Experience in managing BPO performance
• COPC literate, COPC certified will be an advantage
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency. Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management.
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc
• Flexibility and Adaptability : employee should be able to adapt to changes in schedules and client need : working in shift, weekend, holidays
• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Experience working in airlines, ticketing, or GDS related field
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.