Eps Ventures Hiring! Full Time Customer Service Operations Manager (Thai Speaker) in Federal Territory, Earn up to MYR 11,200 - Ricebowl

Team Manager – Contact Center (Voice, Chat & Email)

Location: Bangkok, Thailand

12-Month contract | 24/7 Rotational Shifts | Work from Office

Basic Salary: 91,600 THB (MYR 11,200)

Role Overview

The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.

Key Responsibilities

• Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
• Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
• Review performance through huddles, coaching plans, and monthly performance appraisals.
• Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
• Manage escalations and critical incidents; ensure timely resolution and client communication.
• Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
• Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
• Ensure compliance with InfoSec, data privacy, and audit requirements.
• Create reports and presentation for internal and external stakeholders

Operational/KPI Ownership

• Service Level (SL) / Response SLAs
• AHT, FCR, Quality Score, CSAT/NPS
• Abandonment Rate, Contact Accuracy
• Schedule Adherence, Occupancy, Shrinkage
• Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)

Required Experience & Skills

• 8-10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
• B2 English for voice processes; excellent verbal and written communication.
• Strong command of telephony, CRM and WFM tools.
• Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
• Strong proficiency using Google and Microsoft products.

Shift Requirements

• 24/7 rotational shifts; nights/weekends/holidays as per business needs.
• Work From Office in Bangkok, Thailand.

Language Requirements

• Thai & English (able to Speak, Write & Read)

Pay: RM10,800.00 - RM11,200.00 per month

Application Question(s):

• Do you have experience using CRM or WFM tools?
• Are you located in Bangkok or willing to relocate to Bangkok?

Experience:

• Contact Center/BPO : 9 years (Required)
• Team Lead: 3 years (Required)

Language:

• Thai (Required)
• English (Required)

Work Location: In person