Department: Product
Team: Customer Care
LINE Global Customer Care aims to create an outstanding service experience for all users. This role supports our mission to create an amazing life platform that brings WOW! to our users, ensuring that customer inquiries are resolved effectively while maintaining high-quality service. The Assistant Manager (Outsourcing Vendor Management) oversees Thailand's Customer Care outsourcing operations, driving performance excellence and ensuring efficient day-to-day execution.
Responsibilities
- Assist in managing outsourcing operational performance and key metrics including SLA, content per hour, average handling time, and error rates
- Supervise team members, fostering motivation and accountability to achieve Global Customer Care KPIs
- Support the implementation of effective reporting and monitoring processes with action plans for continuous improvement
- Communicate effectively with the outsourcing team regarding tasks, decisions, and processes, highlighting the broader impact on cross-departmental initiatives
- Identify, analyze, and escalate customer and team issues to relevant cross-functional teams for timely resolution
- Support audits with the global security team to ensure compliance with security and standard procedures within outsourcing operations
- Assist in conducting quality assurance sampling and monitor accuracy of work output
- Support staff development through performance monitoring, coaching, and training
- Ensure alignment of outsourcing operations with LINE policies and standards
- Contribute to special projects and additional tasks as assigned
- Support new business projects within Customer Care to enhance operational capabilities
Qualifications
- Bachelor's degree in a related field
- 2+ years of experience in a supervisory or support role in customer service, preferably within technology-related industries
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and related tools
- Strong analytical and problem-solving skills
- Attention to details with strong organizational and time-management abilities
- Team and people management skills, including coaching and communication
- Ability to work effectively in fast-changing environments with cross-functional teams
- Positive working attitude, strong interpersonal skills, and self-motivated mindset
- Professional proficiency in Thai and English
Location
LINE Thailand Head Office, Gaysorn Tower, Bangkok
At LINE Company Thailand, our mission to bring people closer together starts with our own team. We are committed to building a diverse and inclusive workplace where every employee feels valued for their skills, experiences, and unique perspectives. We believe that by celebrating our differences, we can create more innovative products and better connect with the communities we serve.
As part of this commitment, if you have a disability and need support or adjustments during the recruitment or onboarding process, please let our Talent Acquisition Team know at your first interactionwe will be glad to assist.
