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12 December 2019
Job ID: BK-166189
Head of Operations

Head of Operations – Job Description

 

GENERAL

 

The Head of Operations will provide an inspired sense of leadership by overseeing the day-to-day and strategic management of 5 key markets in APAC for a very large Client BPO operation in Bangkok, Thailand.

 

The project is an exciting challenge and requires prior experience managing at scale in a highly demanding environment. The scope of work is complex business process outsourcing, non-voice multi-lingual human resources.

  

Responsibilities:

  • Serve the client by planning and implementing contact centre strategies and operations; improving systems and processes; managing staff.
  • You will lead 6 markets teams of non-voice contact centre agents, subject matter experts, team leaders and operations managers, for a team as large as 500-800 personnel.
  • Work in close collaboration with support function teams including HR, Recruitment, IT, Quality and Training, strengthen the customization of processes and analytics, achieve our Client's KPIs and be overall responsible and Client satisfaction for this project.
  • Determine contact centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contributing information and analysis to organizational strategic plans and reviews.
  • Point of Contact for communicating all contact centre metrics data to senior management and clients (understand where the numbers come from and the typical behaviours that drive them)
  • Report to the client on contact centre metrics in the Weekly Business Review (WBR), Monthly Business Reviews (MBRs) and Quarterly Business Review (QBR). 

 

Desired Skills and Experience

  • You have demonstrated similar experience of setting up new and large projects in an outsourced BPO environment in Asia exceeding 500 personnel.
  • Your command of English, communication skills, operational capabilities and client servicing skills are exceptional and can be substantiated with facts and testimonials
  • You are excited by new challenges, are street smart and find effective solutions and build consensus within a short time frame
  • Your overall understanding of operations from complex Human Resource issues to technical infrastructure challenges will be put to the test

  

 Minimum requirements:

 

  • Candidate must possess at least a college degree in relevant discipline (MBA preferred, but not mandatory)
  • At least 10 years’ experience in BPO or similar industry
  • Fluent in English and Thai or other APAC language
  • Knowledge of the latest IT technologies and online media or eCommerce
  • Excellent communication and client relationship skills

 

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Job Details:

Teledirect Telecommerce (Thailand) Ltd.
 We provide outsourced contact centre services to the largest multinationals in the finance, telecommunications and IT sectors. Our range of services includes customer service, telesales and technical helpdesk. Our other offices in the region are located in Singapore, Hong Kong, Indonesia and Malaysia. Our contact centre employs around 300 telemarketers and to aid our expansion, we are looking for individuals with initiative and drive to join our team in our Bangkok Office.

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