Thai Bilingual

Job Description

• Proactive and inquisitive candidate required with clear and precise communication, written and oral skills

• Market /vertical knowledge of Retail and Sales

• Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell

• Analytical skills required with an eye for detail

• Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers

• Team Building - Ability to coach, connect and motivate team members; support training as needed

• Manage project & client SLAs/KPIs

• Manage a team of 15 FTE and set of Team Leaders

• Drive employee morale, performance and productivity

• Manage shrinkages and attrition as per the capacity plan

• Weekly coaching and feedback and 1-1 to improve agent performance

• Mentor and groom direct...