Assistant Manager – Operations (English & Thai Language Support)

Job Description

Responsibilities of the Role :

Operations Management :

• The Assistant Manager – Operations must be proficient to converse in Thai and English Languages with their sub-ordinates / staff and with customers.
• Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs.
• Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
• Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
• Provide ongoing coaching, training and counseling for team members on customer management as well as products and services.
• Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
• Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & services.
• Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms.
• Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
• Work with the line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
• Support the management team in creating management reports based on agreed time scales.
• Undertake any administration associated with payroll, staff annual leave / MC applications, expenses claims and amendments to staff rosters.
• Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
• Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• Attended to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handle escalations through to resolution.
• Identify areas for service improvement and make recommendations to the management team.
• When an operational situation arises, management will require the Assistant Managers to stay back and complete all assigned duties.
• Regularly review operations performance and be able to provide immediate snapshot views on overall operations.
• Ensure accuracy / integrity of data.

Report Management :

Requirements for the Role :

Experience

Education