Technical Assistance Senior Supervisor

Responsibilities:

• Hiring, training, and preparing call center representatives to respond to customer inquiries, complaints, and troubleshoot issues with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agents' questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
• Preparing reports and analyzing data to assist management in determining call center goals.
• Collaborating with other supervisors and management team members to support agents and maximize customer satisfaction.

Requirements:

• Thai native speaker
• Bachelor's degree or higher in any field
• Passion for customer service and ability to work shifts
• Strong problem-solving skills and quick thinking in critical situations
• Ability to work under pressure and maintain composure
• Proficient in English (TOEIC score of 800+)
• Adaptability to different people and situations in the workplace, and ability to work effectively in a team
• Proficient computer skills
• Availability to work rotating shifts (24-hour coverage)
• Willingness to work on Saturdays or Sundays (5-day workweek)
• At least 3 years of experience in a call center environment