Operations Manager - Contact Center (Native Chinese) - Working in Bangkok/Travelling aboard
Operations Manager - Contact Center (Native Chinese) - Working in Bangkok/Travelling aboard
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Job Description
More than just a recruitment company. At PRTR we have been a part of our customers success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15000 outsourced staff we will continue to carry out our mission to develop a better career a better life and a better society and thrive to become the No.1 people solutions organization in Southeast Asia.
Jo Description
Performance Management
- Monitoring daily operations performance of our BPO.
- Analyzing performance & SLAs on each activity identifying areas for improvement and collaborating on strategies to enhance service delivery.
Quality Assurance
- Managing and improving Quality delivered by each contact centre making sure that its in line with Accors quality standards.
- Conducting quality assessments and calibrations with our BPOs.
- Monitoring the quality of services delivered by external contact centres conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.
Process Training and Development
- Collaborating with contact centre partners to identify opportunities for process enhancement suggesting and implementing improvements that optimize workflows and elevate service quality.
- Enhancing communication efficiency ensures that all the information & processes are deployed in our centres efficiently and with high quality.
- Identifying key areas of improvement in our centres collaborating with internal stakeholders to provide necessary training & guidance & support and ensuring a consistent customer experience.
Qualifications:
- Native Chinese with a Bachelors Degree.
- Experience a minimum of 5 years in client relationship management or operations within a contact centre environment.
- Excellent communication skills in Mandarin and English are required (written spoken read).
- Familiar with using Chinese social media tools like WeChat.
- Have a good understanding of the China market consumerism behaviour and culture.
- Job based in Bangkok Thailand with up to 50% travel aboard.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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