Contact Center Manager – SEA center
About this role
Job Description
Requirement: Flexible on weekends and Public Holiday when team support needed.
The Contact Center Manager is responsible for overseeing the daily operations of the contact center (Thai, Indonesia, Vietnam markets), ensuring high levels of customer satisfaction, operational efficiency, and team performance. This role manages customer service representatives, drives performance improvements, implements processes, and ensures service quality standards are consistently achieved.
Key Responsibilities
- Operations Management & Human Resources
- Manage and supervise daily contact center operations (calls, emails, chat channels).
- Ensure service levels, response times, and KPIs are met.
- Develop and implement operational procedures and workflows.
- Monitor call volumes and workforce planning (Roster) to ensure adequate staffing.
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