Teleperformance

Outsourced customer experience management services

Operations Manager - Customer Service

Customer SupportPosted on Nov 6

Full-timeBangkok, ThailandNo salary listed

About the Job

Requirements

A bachelor's degree or equivalent diploma is required.
At least 5 years of contact-centre or BPO operations experience, including 2 or more years managing Team Leaders or a programme, is required.
A proven track record of meeting client key performance indicators and leading ramp-ups in a fast-paced environment is required.
Strategic thinking, analytical and problem-solving skills, and strong written and verbal communication are required.
Japanese or Korean at native or C1 level, and English at B2 level, are required.
The candidate must be able to support a 24/7 operation and, if currently residing overseas, be willing to relocate to Bangkok.

Responsibilities

Manage overall programme performance and governance and day-to-day operations in line with client requirements and service-level agreements.
Identify and resolve service-delivery issues promptly, implement preventive measures, and lead transitions during setup and ramp-up phases.
Establish delivery processes and service-level reporting with Workforce Management, Information Technology, Human Resources, and Facilities.
Manage, mentor, and support the career development of Team Leaders and agents, while working to achieve low attrition and high engagement.
Set team goals, track progress, share results, and drive continuous improvement and productivity and quality gains.
Maintain effective client relationships through proactive communication, action plans, and closed-loop follow-up; flag and escalate business risks in a timely manner.
Execute client and leadership decisions through the change-management process.

Overview

Operations Manager – Customer Service (Japanese or Korean Speaking)Location: Bangkok, Thailand (on-site)Industry: Customer Service for a well-known international companyWorking hours: 24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirementsLanguage: Japanese or Korean: native level or C1 and above · English: B2 and above min for management reporting and client governance

Overview

We are looking for an Operations Manager to lead the end-to-end delivery of a Japanese- and Korean-language Customer Service programme in Bangkok, Thailand. You will lead Team Leaders and support functions in a 24/7 operation, manage client governance and drive performance, people development and growth of the account.

Responsibilities

Key responsibilities• Manage the overall performance and governance of the programme, and day-to-day operations in line with client requirements and SLAs.• Promptly identify and resolve service delivery issues, including preventive measures; lead transition during set-up and ramp-up phases.• Establish the delivery processes and service level reporting needed to run the programme, with WFM, IT, HR and Facilities.• Provide strong people management, mentorship and career development to Team Leaders and agents; achieve low attrition and high engagement.• Set team goals, track progress and share results; drive continuous improvement and productivity/quality gains.• Maintain an effective client relationship with proactive communication, action plans and closed-loop follow-up; flag and escalate business risks in time.• Execute client and leadership decisions through the change management process.

Qualifications

Requirements

Bachelor's degree or equivalent diploma.
Minimum 5 years in contact-centre / BPO operations, including 2+ years managing Team Leaders or a programme.
Proven track record of meeting client KPIs and leading ramp-ups in a fast-paced environment.
Strategic thinker with strong analytical and problem-solving skills; excellent written and verbal communication.
Japanese or Korean native/C1 and English B2
Able to support a 24/7 operation; willing to relocate to Bangkok if currently residing overseas.

About the Company

Teleperformance

Outsourced customer experience management services

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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