Operation Manager (Chinese Speaking)ID:69734

60,000 THB ~ 80,000 THBBTS (Sukhumvit Line)3 days ago

Overview

  • Salary

    60,000 THB ~ 80,000 THB

  • Industry

    Hospitality/Tourism&Leisure

  • Job Description

    - Oversee both Customer Care and Reservation activities, monitor and manage the performance to ensure achievement of high service level and Quality standard across all channels.
    - Monitor daily operations performance of our BPO
    - Analyze performance & SLAs on each activity, identifying areas for improvement, and collaborating on strategies to enhance service delivery.
    - Manage and improve Quality delivered by each contact center, make sure that it’s in line with company’s quality standards.
    - Conduct quality assessments and calibrations with our BPOs.
    - Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.
    - Collaborate with contact center partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality.
    - Enhance communication efficiency, ensure that all the information & processes are deployed in our centers, in an efficient manner, with high quality.
    - Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience.

Qualifications

  • Requirement

    - Demonstrated experience (minimum 5 years) in client relationship management or operations within a contact center environment.
    - Exceptional verbal and written communication skills to effectively convey expectations and feedback.
    - Analytics and data driven problem solver, able to derive insights and drive production improvements.
    - Ability to work on teams and in a multi-cultural environment.
    - Familiarity with contact center operations, and customer service best practices.
    - You are hands-on and enjoy getting into the heart of the matter.
    - Excellent communication skills in Mandarin, Cantonese and English is required (written, spoken, read); one of the 2 (Mandarin or Cantonese) is native.
    - Familiar with using Chinese social media tools like WeChat.
    - Have a good understanding of the China market consumerism behavior and cultures.

  • English Level

    Level 3 - Business Level

  • Other Language

    Thai, Chinese, English

Additional Information

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