Contact Centre Manager

Lead and oversee daily inbound and outbound contact center operations to achieve SLA, KPI and productivity targets; manage forecasting, capacity planning and workforce scheduling; monitor costs and vendor performance; define and track KPIs (ASA, AHT, FCR, CSAT, QA scores) and drive continuous improvement through Lean, automation, and self-service. Direct quality assurance programs and coaching; oversee hiring, onboarding, training, and career development; build a high-performance culture with a focus on customer experience and stakeholder management. Collaborate with Product, IT, Sales, and Customer Experience teams; support CRM, telephony, and digital channel enhancements and deploy automation/AI tools. Lead and develop team leaders, frontline agents, and succession plans; manage regional operations with standardization across countries in the BA region. Based in APAC with hybrid work arrangements at Bangkok, Thailand or Jakarta, Indonesia, with occasional travel in the region. Requires 7+ years in contact center management or customer service operations, including at least 5 years in a managerial role; fluent in English and Thai; strong analytical, strategic planning, and change management skills; and experience with remote/international teams.