• Bachelor’s degree or equivalent diploma.
• Proven experience in a leadership role, preferably in a BPO or similar environment.
• Experience in managing multicultural teams and navigate diverse work culture and workflows in a fast-paced environment.
• Strategic thinker with strong analytical and problem-solving skills.
• Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support.
• Excellent verbal and written communication skills, with the ability to convey information clearly across cultural boundaries.
• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment).
• Strong interpersonal skills to build relationships and foster collaboration among team members.
• Identify potential risks and opportunities of improvement in the process and suggest solution.
• Based in TPTH, Bangkok
• Supervise day-to-day operations in accordance with requirements and SLAs adhering to the company’s standard operational processes.
• Provides leadership, support and guidance to a team of experts ( multiple markets/language supported) and foster a positive team environment and motivate team members to achieve performance targets.
• Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
• Monitor team performance metrics and conduct regular performance reviews and identify areas for improvement and document them.
• Prepare and present reports on team performance and project outcomes, analyze data to identify trends and recommend improvements.
• Collaborate with management to identify opportunities for process enhancements and lead the implementation of these improvements withun the team or the program.
• Flag and escalate business risks timely to the management and participate in ensuring these identified issues are resolved through effective RCAs and action plans.