Job title: Operations Manager (Native Chinese) - Working in Bangkok/Travelling aboard
Job type: Permanent
Emp type: Full-time
Industry: Hospitality
Functional Expertise: Customer Services
Salary type: Monthly
Salary from: THB ฿60,000.00
Salary to: THB ฿80,000.00
Location: Bangkok, TH
Job published: 2024-09-09
Job ID: 123816
Contact name: Adisak Choklap, Nattha Siriwattanapiched
Phone number: , +6627160000

Job Description

More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.

Jo Description 

Performance Management

  • Monitoring daily operations performance of our BPO
  • Analyzing performance & SLAs on each activity, identifying areas for improvement, and collaborating on strategies to enhance service delivery.

Quality Assurance

  • Managing and improving Quality delivered by each contact centre, making sure that it’s in line with Accor’s quality standards.
  • Conducting quality assessments and calibrations with our BPOs.
  • Monitoring the quality of services delivered by external contact centres, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.

Process, Training and Development

  • Collaborating with contact centre partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality.
  • Enhancing communication efficiency ensures that all the information & processes are deployed in our centres, efficiently, and with high quality.
  • Identifying key areas of improvement in our centres, collaborating with internal stakeholders to provide necessary training & guidance & support, and ensuring a consistent customer experience.

Qualifications:

  • Native Chinese with a Bachelor's Degree.
  • Experience a minimum of 5 years in client relationship management or operations within a contact centre environment.
  • Excellent communication skills in Mandarin and English are required (written, spoken, read).
  • Familiar with using Chinese social media tools like WeChat.
  • Have a good understanding of the China market consumerism behaviour and culture.
  • Job based in Bangkok, Thailand with up to 50% travel aboard.