Travel : 1 HC

Transportation : 1HC

Salary : 90,000 THB Max

Rotational Shifts

Immediate Joiners

Job Title: Operations Manager I

Language Proficiency: English (B2 level)

Location: Bangkok Thailand

Job Description:

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also

responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for

billable/non-billable hours, forecasting, budgeting, etc.)

• Selecting, training, developing, and managing performance of direct reports and their associates;

including planning and assigning work for staff in accordance with the organization’s policies and

applicable legal requirements

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics

management reports)

• Create and maximize relationships with client partners

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies

and standards; define and implement any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of

their team and offer on-going developmental coaching

• Create a positive work environment through employee engagement; resolve employee relation issues in a

professional and timely manner

• Participate in cross functional meetings to review information received from operational support

functions - Training, HR, Quality, WFM, TA, and partner to define action plans that resolve issues and drive

continuous improvement

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing

needs, with input from BD and Client and make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders

Candidate Profile

• Bachelor's Degree in related field with more than seven years of experience (with at least two years of

Progressive Management Experience) preferred

• Call center experience preferred

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide

effective feedback

Demonstrated ability to analyze and improve work processes; establish a course of action for self and

others to accomplish a specific goal

• Work well under pressure and follow through on items to completion while maintaining professional

demeanor

• Excellent communication skills, both written and verbal. Ability to effectively present information to

internal and external associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business

environment

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or

production operations team(s). Is accountable for the performance and results of a team within own discipline or

function. Receives assignments in the form of objectives and determines how to use resources to meet schedules

and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by

policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical

guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies

and employees.