Summary of Assistant Manager - Operations (English and Thai Language Support)

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.

Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.

Prepare a business review presentation (when required) and ensure all the reports are accurate and meet data integrity.