Description
Responsibilities:
- Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);
- Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
- Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
- Follow communication procedures, guidelines, and policies;
- Subject Matter Expert to all operations functions (People, Performance, Process);
- Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
- Set goals for individual and team levels and ensure to achieve targets;
- Manage team scorecard performance and retention goals;
- Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;
- Be able to report on data or team and/or team members performance, and overall condition/state to immediate supervisor proactively and as needed.
- Manage team schedules and staffing levels in compliance with the organization policy
Key Skills And Experience:
- Bachelor's Degree or Higher in any relevant field
- 1 year experience in BPO service (customer care - moderation - service analysis)
- Has at least 6 months of experience in people management and leadership
- Strong English communication skills, both oral and written (B2 Level)
- Flexible to work different shifts, including evenings, Public Holidays, and weekends
- Ability to handle difficult and escalated customer situations
- Strong problem-solving and decision-making abilities
- Ability to work in a fast-paced and dynamic environment
- Stays updated and is interested on social-media trends
- Must be able to have a deep understanding of platform policies, and the ability to handle sensitive content with empathy and resilience
- Willing to work on weekend and public holiday
- Able to work on shifting schedules including night shifts
- Willing to be placed in Bangkok, Thailand (Full WFO)
Working Location: 161 Unilever House Unit OF0901, OF1001 Floor 9, 10 Rama IX Rd, Huai Khwang, Bangkok 10310, Thailand
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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