BPO / Call Center Lead - Thai Speaker - with Growth Opportunities

We are hiring an organized BPO / Call Center Lead - Thai Speaker to join our diverse team at Agensi Pekerjaan Job Expert Sdn Bhd in Bangkok Bangkok
Growing your career as a Full Time BPO / Call Center Lead - Thai Speaker is a fantastic opportunity to develop productive skills.
If you are strong in people management, cooperation and have the right drive for the job, then apply for the position of BPO / Call Center Lead - Thai Speaker at Agensi Pekerjaan Job Expert Sdn Bhd today!

Responsibilities:   Team Management : Supervise and lead a team of call center agents, providing guidance, coaching, and support to ensure team performance and productivity. Performance Monitoring : Monitor the performance of team members, including call handling metrics such as average handle time, first call resolution, and adherence to scripts or procedures. Training and Development : Conduct training sessions for new hires and ongoing training for existing team members to enhance their skills and knowledge in customer service techniques, product knowledge, and call center procedures. Quality Assurance : Ensure quality standards are met by reviewing call recordings, conducting call evaluations, and providing feedback to agents to improve performance and customer satisfaction. Workflow Management : Manage the workflow within the team, assigning tasks, handling escalations, and prioritizing work to meet service level agreements (SLAs) and customer expectations. Reporting and Analysis : Generate reports on team performance metrics, analyze trends, identify areas for improvement, and implement strategies to optimize team performance and efficiency. Customer Escalations : Handle escalated customer issues or complaints that cannot be resolved by agents, providing resolution and ensuring customer satisfaction. Team Communication : Facilitate effective communication within the team, conducting regular team meetings, sharing updates, and fostering a positive and collaborative work environment. Process Improvement : Identify opportunities for process improvement and efficiency gains within the call center operations, implementing best practices and innovative solutions to enhance customer service delivery. Stakeholder Liaison : Serve as a point of contact between the call center team and other departments or stakeholders, collaborating with other teams to address cross-functional issues and improve overall customer experience.

Benefits of working as a BPO / Call Center Lead - Thai Speaker in Bangkok Bangkok:

● Company offers great benefits
● Opportunities to grow
● Advantageous package