Contact Centre Manager - Customer Service, Thai speaking
About the job
- A bachelor's degree or equivalent diploma.
- At least 2 years of people-management experience as a senior manager in fraud and risk operations in payment systems, including fraud chargebacks, customer complaints, and escalations.
- At least 10 years of operations experience, preferably in the BPO/ITES industry.
- At least 7 years of people-management experience, including managing managers, and a strong desire to develop team members.
- Strategic thinking, analytical skills, and problem-solving skills.
- Empathy for social community platform users and a passion for creating an exceptional user experience and providing outstanding support.
- Ability to work as part of global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
- Significant experience in a complex, fast-paced environment and adaptability to rapid change and ambiguity.
- Excellent written and verbal communication skills.
- Manage overall performance and governance of Statements of Work with Vendor Account Management and Business Development, and manage day-to-day operations according to requirements and service-level agreements in the SOW.
- Identify and resolve service delivery issues promptly, implement preventative measures, and manage transitions during setup or expansion phases.
- Establish vendor infrastructure and resources, including technology, finance, human resources, security, facilities, and communications; install service-delivery processes and service-level reporting mechanisms.
- Provide people management, mentorship, and career development to managers, team leads, and agents; support low attrition and high employee engagement, and escalate business risks to the client and stakeholders in a timely manner.
- Lead managers and drive process delivery and excellence through consistent monitoring and critical input.
- Analyze customer complaints and appeal cases from business lines, including user appeal documents, user analysis, and trend analysis.
- Review completed transactions flagged as high risk to assess potential fraud and share fraud trends with the fraud strategy team; follow chargeback operating procedures and requirements for representment cases.
- Guide the team in completing chargeback cases within service-level or preset timelines, ensuring representment documents are gathered correctly and matched to the chargeback reason.
- Provide mentorship, guidance, and career development to direct reports and team members; lead the team through a transition to build problem-solving, critical-thinking, analytical, and technical capabilities for scalable solutions.
- Establish team goals and execution strategies with direct reports, measure progress, and share results.
- Deliver projects involving quantitative analysis, industry research, and strategy development, working with global cross-functional teams to develop analytical approaches and solutions.
- Identify actionable insights, recommend actions, and influence team strategy through effective communication.
- Protect the client ecosystem, prevent fraudulent activity, enforce terms of service and policies, and ensure compliance across a global user base.
- Drive managers and operations teams to deliver added value, continuous improvement, and productivity and quality gains.
- Develop and execute client and leadership directions and decisions in accordance with the change-management process.
- Maintain effective client relationships through proactive communication, plans of action, and closed-loop follow-up.
- High cultural awareness of political and social situations.
- Proficiency in English and Thai, depending on market assignment.
- Build positive client relationships to create new business opportunities.
- Identify process risks and improvement opportunities and suggest solutions.
About the company
Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.
Company Size
10,001+
Company Stage
IPO
Headquarters
Paris, France
Founded
1978
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Simplify's Take
What believers are saying
- H1 2026 core services excluding Trust and Safety grew 2.3% like-for-like.
- H1 2026 recurring EBITA margin held 13.6% despite 1.7% like-for-like revenue decline.
- Management targets €150-170 million 2026 AI savings and €800-850 million free cash flow.
What critics are saying
- LanguageLine and ZP Better Together face union fights, NLRB charges, and congressional scrutiny in 2026.
- Trust and Safety revenue fell after client automation, proving AI directly cannibalizes Teleperformance work.
- If brands move CX agents in-house, Teleperformance’s 2028 growth targets collapse.
What makes Teleperformance unique
- Teleperformance runs 500-plus AI projects under Jorge Amar’s 2026 Future Forward plan.
- TP.ai Data Services gained Agents Only in June 2025 and ZP Better Together in 2026.
- Exclusive Sanas reseller rights and a $13 million equity stake deepen speech-AI capability.
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Benefits
Remote Work Options
Flexible Work Hours
Paid Vacation
Health Insurance
Dental Insurance
Employee Referral Bonus
Company News
/PRNewswire/ -- Global digital services leader TP today announced it has acquired artificial intelligence (AI)-enabled crowdsourcing gig work platform Agents...
Everest Group assessed 18 leading providers globally for its Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment, evaluating their capabilities in delivering integrated services across key domains, including retail banking, lending, and payments. TP was recognized as a Leader for its expertise, its experience in the banking and financial services industry, technology, and customer-centric approach, with a suite of banking and financial services solutions including account servicing, customer onboarding, credit evaluation, and payments processing. "By recognizing buyers' desire for end-to-end services, TP created its OneOffice offering for delivering integrated front-to-back operations across lending, payments, and financial crime segments," says Suman Upardrasta, Vice President, BFSI at Everest Group. "TP possesses its in-house technology as well as the digital services expertise of the recently acquired Majorel, which address the rising demand for digitally driven operations. These capabilities have earned it recognition as a Leader in Everest Group's Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment.". In naming TP a Leader in the assessment, Everest cited TP for its extensive operational scale and technology, including its digital services arm TP Infinity and TP's strengthened global presence
A Nigerian national working as a TikTok content moderator for Teleperformance Kenya was found dead in her apartment in Nairobi. The deceased, identified as Ladi Anzaki Olubunmi, had reportedly been missing from work for three days before her colleagues raised concerns, leading to the discovery of her body on March 7, 2025 at her apart at Studio 103 in Lower Kabete, Nairobi.Olubunmi, who had been working in Kenya for over two years, was allegedly struggling with work-related stress and had expressed a strong desire to return home to Nigeria. Reports indicate that she faced difficulties obtaining the necessary travel permits, preventing her from visiting her family for an extended period.Teleperformance Kenya, the outsourcing firm contracted to moderate content for TikTok, has denied allegations that Olubunmi was denied leave. In an official statement, the company termed the claims as “baseless and untrue.” The firm also refuted accusations that employees lacked proper work permits that restricted their ability to travel home.Following Olubunmi’s tragic death, her family is now facing financial constraints in repatriating her body to Nigeria. With the high costs involved, they are reportedly considering the possibility of laying her to rest in Nairobi. The incident has sparked renewed scrutiny into working conditions for content moderators, particularly those employed by third-party firms
Sanas partnership highlights Teleperformance's (TP) growth strategy of pursuing investments in advanced artificial intelligence to deliver enhanced customer experience management services to broad client base. TP becomes exclusive reseller of Sanas speech understanding technology for many of the world's biggest organizations and most valued brands. TP makes equity investment of approximately $13 million in Sanas
The demand for voice and speech recognition technologies is massive — and growing. An analysis by market research firm Markets and Markets found that the sector could be worth over $28.1 billion by 2027. There’s no shortage of vendors providing voice and speech recognition solutions, but some newer upstarts have managed to carve out niches. Sanas is a good example. Founded in 2020, the company develops software that uses AI to adjust a speaker’s accent in real-time. “At Sanas, we believe that while technology is transforming the industry, it shouldn’t replace human connection, but rather, enhance it,” Sharath Keshava Narayana, Sanas’ co-founder and president, told TechCrunch