Job summary
Play a key role in strengthening our Contact Center to deliver a seamless and reliable customer experience. Lead initiatives that improve service efficiency, enhance system capabilities through automation and AI, and support workforce readiness to ensure high‑quality service for our customers.
Job description
- Develop and implement effective Contact Center strategies, processes, and service models aligned with bank regulations.
- Oversee and optimize system operations, including managing changes, coordinating with relevant teams, and introducing automation/AI solutions to enhance efficiency and customer experience.
- Manage workforce planning and Full-Time Equivalent (FTE) allocation for maximum operational effectiveness.
- Drive training and development programs to elevate product knowledge, service quality, and soft skills of Contact Center teams.
Job qualifications
- Bachelor's or Master's degree in Business, IT, Economics, Industrial Engineering, or related fields.
- Minimum 10 years of experience in Contact Center Management or Customer Service Operations, including at least 5 years in a managerial role with proven leadership experience.
- Hands-on experience in Workforce Management, FTE Planning, and designing Contact Center systems or implementing technology enhancements.
- Ability to implement automation/AI technologies to improve efficiency.
- Excellent analytical, strategic planning, and change management skills.
- Strong communication in Thai and English.
- Knowledge of banking products and services is a plus.
