Contact Center Manager – SEA center at Fairmont · Bangkok

Job Description

Requirement: Flexible on weekends and Public Holiday when team support needed.

The Contact Center Manager is responsible for overseeing the daily operations of the contact center (Thai, Indonesia, Vietnam markets), ensuring high levels of customer satisfaction, operational efficiency, and team performance. This role manages customer service representatives, drives performance improvements, implements processes, and ensures service quality standards are consistently achieved.

Key Responsibilities

Operations Management & Human Resources

• Manage and supervise daily contact center operations (calls, emails, chat channels).
• Ensure service levels, response times, and KPIs are met.
• Develop and implement operational procedures and workflows.
• Monitor call volumes and workforce planning (Roster) to ensure adequate staffing.
• Order and control small assets (PC/monitors) and amenities for the center
• Coordinate staff recruitment, onboarding and termination with Allegiance as well as welfare benefits contracts
• Submit Overtime and monthly bonus file to Allegiance

Team Leadership

• Recruit, train, coach, and develop contact center Team Leaders and agents.
• Conduct Monthly and annual performance reviews and provide constructive feedback.
• Foster a positive, motivated, and customer-focused work environment
• Coordinate animation (monthly events) with Team Leader and Director
• Handle escalated customer complaints and complex cases.

Performance & Quality Management

• Track and analyze performance metrics (AHT, CSAT, CVR, AVERGA) on daily and monthly basis.
• Prepare operational reports and present performance insights to senior management.
• Animate the Quality committee with Coach, Team Leaders and Quality Manager and define improvement initiatives.
• Identify training needs and organize coaching sessions.

Compliance & Process Improvement

• Ensure compliance with company policies and data protection regulations. Assist Director with PCI certification

Qualifications

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• 5+ years experience in customer service/contact center operations.
• Minimum 2–3 years in a leadership or managerial role.
• Strong knowledge of contact center KPIs and workforce management.
• Fluency in Thai (both spoken and written)

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and conflict-resolution abilities.
• Analytical and problem-solving mindset.
• Experience with CRM and contact center systems.
• Ability to work in a fast-paced, performance-driven environment.
• Customer-centric approach.

Preferred Qualifications

• Experience managing multi-channel or omnichannel contact centers.
• Knowledge of quality assurance frameworks.
• Experience with workforce management tools and reporting dashboards