Head of Contact Center Management_(T00019578)

About the Role

Play a key role in strengthening our Contact Center to deliver a seamless and reliable customer experience. Lead initiatives that improve service efficiency, enhance system capabilities through automation and AI, and support workforce readiness to ensure high‑quality service for our customers.

Responsibilities

• Develop and implement effective Contact Center strategies, processes, and service models aligned with bank regulations.
• Oversee and optimize system operations, including managing changes, coordinating with relevant teams, and introducing automation/AI solutions to enhance efficiency and customer experience.
• Manage workforce planning and Full-Time Equivalent (FTE) allocation for maximum operational effectiveness.
• Drive training and development programs to elevate product knowledge, service quality, and soft skills of Contact Center teams.

Qualifications

• Bachelor’s or Master’s degree in Business, IT, Economics, Industrial Engineering, or related fields.
• Minimum 10 years of experience in Contact Center Management or Customer Service Operations, including at least 5 years in a managerial role with proven leadership experience.
• Hands-on experience in Workforce Management, FTE Planning, and designing Contact Center systems or implementing technology enhancements.
• Ability to implement automation/AI technologies to improve efficiency.
• Excellent analytical, strategic planning, and change management skills.
• Strong communication in Thai and English.
• Knowledge of banking products and services is a plus.

Skills

• Workforce planning and FTE management
• Automation/AI implementation for contact centers
• CRM systems and data-driven decision making
• Training & development and team capability building
• Project management and change management