De030086 - thai Service Delivery Ops Team Lead

Thai Service Delivery Ops Team Lead

Only those applicants who already have the right to live and work in this country are eligible to apply for this role.

Position Title: Thai Service Delivery Ops Team Lead

Work Setup: Return to Office

Responsibilities: Proactive and inquisitive candidate required with clear and precise communication, written and oral skills. Market/vertical knowledge of Retail and Sales. Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell. Analytical skills required with an eye for detail. Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers. Team Building - Ability to coach, connect and motivate team members; support training as needed. Manage project & client SLAs/KPIs. Manage a team of 15 FTE and set of Team Leaders. Drive employee morale, performance and productivity. Manage shrinkages and attrition as per the capacity plan. Weekly coaching and feedback and 1-1 to improve agent performance. Mentor and groom direct reportees on goal setting, RCA and coaching methodology; support training as needed. Team Lead will be aligned with our Customer Support vertically and help us in managing/resolving customers' query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA.

Others: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

Skills and Qualifications: At least 5 years' work experience. At least 1-year supervisory experience. Open to resources from any industry. Open to getting P43 resources. Open to level amendment. Minimum Language Proficiency: Familiar, open to higher proficiency when available. Open to college undergraduate.

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