Contact Center Manager – SEA Center (Leading International Hotel Group)

รายละเอียดงาน

Metropolis Building, 21st Floor, Sukhumvit Road, near BTS Phrom Phong Exit 3, Bangkok This role is responsible for overseeing the daily operations of the SEA Contact Center, ensuring high levels of customer satisfaction, operational efficiency, and team performance across Thailand, Indonesia, and Vietnam markets. The Contact Center Manager will lead a Bangkok-based team of approximately 20 agents, covering calls, emails, and chat channels, while driving service quality, KPI achievement, coaching, escalated case handling, and continuous process improvement within a structured international hote

หน้าที่ความรับผิดชอบ

• Contact Center Operations
• Oversee daily contact center operations across phone, email, and chat channels
• Ensure service levels, response times, and operational KPIs are achieved
• Monitor contact volume and workforce planning to ensure adequate staffing coverage
• Develop and improve workflows, processes, and service procedures
• Handle escalated customer complaints and complex service cases effectively
• Lead, coach, and develop team members to maintain strong service performance
• Support recruitment, onboarding, and performance management of the team
• Conduct monthly and annual performance reviews
• Foster a positive, customer-focused, and performance-driven working environment

คุณสมบัติ

• Support the Director in operational compliance matters, including PCI-related processes
• Coordinate certain staff-related administrative matters with external partners as required
• Support overtime and monthly bonus-related administration
• Bachelor’s degree in Business Administration, Management, Hospitality, or related field
• Minimum 5 years of experience in customer service or contact center operations
• Minimum 2–3 years of leadership or managerial experience
• Strong knowledge of contact center KPIs, workforce planning, and service performance management
• Experience leading customer service teams in a fast-paced environment
• Strong leadership, coaching, and people management capability
• Excellent communication and problem-solving skills

สวัสดิการ

• Stable fixed salary with annual bonus
• Central Bangkok office location with convenient BTS access