Team Leader - Call Center - Night Shift - eCommerce Bangkok

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Team Leader – Call Center – Night Shift – eCommerce TH-Bangkok

Please Note: This role is only based in Bangkok, Thailand! – please only apply if you are willing to relocate (visa and relocation assistance provided)

Company:

This American dotcom, a top 5 player in their industry, operates a global network that includes more than 550,000 partners worldwide. Our client provides a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best hotel deals to both business and leisure travelers.

Role:

The team leader of operations will provide directions, instructions and guidance to the customer care specialists to achieve their goals.

• They must understand the team members’ strengths, weaknesses and motivations.


• Act as a motivator and decision maker to ensure that the group is working efficiently and in unity.


• Drive a culture where achieving customer advocacy is central to everything this company does.

Responsibilities:

You will be responsible for managing, motivating, coaching and counseling a team of customer service professional in a highly performance quality-centric organization. You will work closely with upper management focusing on company goals while incorporating global best practices in the customer care world – this includes:

• Provide real-time assistance to contact center specialists. This includes coaching, mentoring and setting up action plans when necessary


• Ensure team members meet or exceed performance metrics and responsibilities.


• Produce and analyze performance reports: Conduct weekly team meetings; monthly 1:1 performance, mid and year-end reviews


• Manage team’s work schedule, attendance and take appropriate actions when necessary.


• Drive contact center specialists performance to meet customer expectations and company goals
  
  • Customer Satisfaction scores
  
  
  • Productivity
  
  
  • Reliability
  
  
  • Attrition Rate
  
  
  • Others.
  
  


• Keeping contact center specialists informed of any updates on procedures, memos, company directions, goals, others.


• Handle all variations of call and email escalations


• Ensure that the following contact center metrics are consistently met:
  
  • Abandon rate %
  
  
  • Service Level Agreement %
  
  
  • Response Time
  
  
  • Others.
  
  


• Assist with counseling and discipline team members.


• Establish and maintain productive working relationships.


• Independently identify, troubleshoot and resolve performance issues


• Rapidly and efficiently resolve internal conflicts


• Organize and plan long and short-term critical activities and processes


• Travel to other business locations as the need arises


• Continuously identify work process improvements.


• Take initiative to recognize and share key learning-s and best practices.


• Be a role model for your Customer Support Specialists

Requirements:

• At least 2 years of prior supervisory/team lead experience in hotel/travel industry/contact center environment leading 10+ customer service specialists.


• Must have excellent verbal and written communication capabilities in English & Thai and analytical skills.


• Exposure and experience using Avaya, WFM and IVRS


• Proven experience and knowledge in effective hiring, training, coaching and people management practices


• Strong leadership skills and ability to build an effective team.


• Proven people management proficiency with ability to analyze data/ reports to solved problems and make decisions.


• Ability to work well under pressure especially in a rapidly changing environment


• The ability to motive others to give their very best


• A passion for travel and hospitality


• A strong desire to succeed

On Offer:

• Attractive annual salary (above market rate) + subsidized parking rates


• A 5 day working week, any 5 day of the week


• Medical coverage (outpatient and inpatient)


• 4 weeks’ comprehensive training


• Attractive staff discount – discounted hotel accommodation anywhere in the world!


• International relocation opportunities are available!


• Dress code – smart and casual every day!

Next Step

If you bring what we’re looking for and this reads like it was written for you then send us your CV now!