Operations Manager – Customer Service (Japanese or Korean Speaking)
co Teleperformance
·4 days ago
- Location
- , TH
- Workplace
- Onsite
- Type
- Full-time
- Department
- Operations
- Seniority
- Manager
- Experience
- 5+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Operations Manager – Customer Service (Japanese or Korean Speaking)Location: Bangkok, Thailand (on-site)Industry: Customer Service for a well-known international companyWorking hours: 24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirementsLanguage: Japanese or Korean: native level or C1 and above · English: B2 and above min for management reporting and client governance
Overview
We are looking for an Operations Manager to lead the end-to-end delivery of a Japanese- and Korean-language Customer Service programme in Bangkok, Thailand. You will lead Team Leaders and support functions in a 24/7 operation, manage client governance and drive performance, people development and growth of the account.
Responsibilities
Key responsibilities• Manage the overall performance and governance of the programme, and day-to-day operations in line with client requirements and SLAs.• Promptly identify and resolve service delivery issues, including preventive measures; lead transition during set-up and ramp-up phases.• Establish the delivery processes and service level reporting needed to run the programme, with WFM, IT, HR and Facilities.• Provide strong people management, mentorship and career development to Team Leaders and agents; achieve low attrition and high engagement.• Set team goals, track progress and share results; drive continuous improvement and productivity/quality gains.• Maintain an effective client relationship with proactive communication, action plans and closed-loop follow-up; flag and escalate business risks in time.• Execute client and leadership decisions through the change management process.
Qualifications
Requirements
- Bachelor's degree or equivalent diploma.
- Minimum 5 years in contact-centre / BPO operations, including 2+ years managing Team Leaders or a programme.
- Proven track record of meeting client KPIs and leading ramp-ups in a fast-paced environment.
- Strategic thinker with strong analytical and problem-solving skills; excellent written and verbal communication.
- Japanese or Korean native/C1 and English B2
- Able to support a 24/7 operation; willing to relocate to Bangkok if currently residing overseas.