Contact Center Supervisor

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Date: Jan 28, 2025

Location: Bangkok, TH, 10240

Company: Amway Inc.

  • Responsible of case management and managing Contact Center Operations team to provide services to customers via Live chat & Online channels such a Facebook, Line, e-mail, or any delegation cases
  • Solving the problem for ABOs/Members or co-operate with related divisions to find the best solution and feedback
  • Oversee Contact Center Operations team performance with a high standard of work that aligns with the objectives or criteria effectively for example Training, Coaching, Monitoring, Quality tracking etc. and assist team with escalated customer issues.
  • Act as first point of escalation on all issues / problems related to Contact Center Operations team to find solutions to propose to Manager with initial key steps.
  • Ability to provide right solution of all issues, keep records problem systematically as reference and back up for any emergency/ immediate use
  • Define KPIs and manage to access the team of Live Chat & Online Customer Service Representatives and knowledge management with individual and team performance to ensure performance and quality standards are meet customer needs and improve the overall customer experience.
  • Analyze the customer behaviors and manages scheduling of online Contact Center Operations team workforce with schedule flexibility (ability to flex with the business needs of a contact center environment)
  • Establish and maintain relationships between departments to ensure compliance with all business initiatives. by coordinating with cross functional departments to simplify and smoothly flow of customer solving issues.
  • Summarize and report performance results (daily, monthly, and monitoring reports).
  • Analyze and recommend personal development plan to provide correct skillsets to improve as a whole; Contact Center Operations team both soft / hard skills.
  • Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies.
  • Support manager in any assigned projects / reports / requirements.
  • Lead to establish and implement action plans, improvement/enhancement of Zendesk, Facebook, Line, and other online channels (System (e.g., success measures, performance monitoring process)
  • Strong management relationships and operations with regional and global.
  • Develops & improvement plans in response to customer satisfaction surveys or VOC suggestion/complaint.
  • Understand what operations teams are facing and being able to support both internal and customers with all possible alternative solutions.
  • Be a role model in Customer Service team to illustrate professionalism and standard within the organization.
  • Motivate and encourage agent team through positive communication and feedback. 


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