Customer Service (Frontline lead - Voice/ Non voice)

Responsibilitie:

• Daily Operation Performance
• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Be the first point of contact when there are incidents, key projects, and new feature launches that could possibly impact seller experience or induce incoming contacts
• Key KPIs for your team are Productivity, CSAT, Resolution Time, Handling Time, QA, and Agent Performance.
• Process Improvement/Project Management
• Work with direct reports and external vendor to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Identify and assess the needs of each sub-team through data-driven analysis
• Cooperate with CSPM and other internal teams to initiate and execute E2E projects to improve team and agent performance. This includes revamping SOPs, empowering the agents, and system enhancements or automation.
• Prepare presentation decks to report the weekly performance of your team and update the progress of improvement plans to high-level management.
• People management/development
• Identify and assess agent performance through data-driven analysis
• Coach and guide each team member to perform the tasks
• Ensure that everyone in the team reaches their maximum potential

Qualifications:

• Thai nationality
• Bachelor's Degree in any related fields.
• At least 3++ years’ experience in a contact center, managing a team of at least 10 agents.
• Good command of written and spoken English
• Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
• Good logic and able to form assumption to identify team/individual performance gap
• Worked with or Able to comprehend KPIs/performance data reports
• Happy to work in a fast-paced environment