Team Leader (English Speaking)

Team Leader (English Speaking)

-Location: Bangkok, Thailand (Singha Complex)

-Employment Type: Full-Time

-Working Hours: Working hours will operate on a 24/7 rotational shift schedule, Monday to Sunday, with 2 days off per week.

*Final shift arrangement is subject to confirmation based on operational and client requirements.

Project Example: Airline Customer Support Project (International Market) This role supports an airline customer service program handling voice and nonvoice inquiries for overseas end users.

Position Overview

Leads a team of customer service agents to ensure operational excellence, SLA compliance, and strong team performance within the airline project.

Key Responsibilities

• Manage daily team KPIs (SLA, CSAT, AHT).
• Provide coaching and performance feedback.
• Handle escalations and complex cases.
• Prepare performance reports and analysis.
• Collaborate with QA and Training teams.

Requirements

• Bachelor's degree or equivalent.
• Minimum 23 years experience in contact center.
• Supervisory or team leadership experience preferred.
• Strong stakeholder and people management skills.

Language Requirement

- Business level English (C1 level and above)