Department: Customer Care
Team: Outsourcing Vendor Management/Monitoring

LINE Global Customer Care team is dedicated to providing an exceptional experience for our customers. We are not only providing our services to resolve the customer issues and inquiries but also providing that WOW! experience that makes them come back and use our LINE services again.

An Assistant Manager (Outsourcing Vendor Management) is responsible for managing the overall TH Customer Care (Outsourcing) team, enhancing the operational performance, and also ensuring that outsourcing team runs smoothly and efficiently.

Responsibilities

• Assist in managing outsourcing performance, focusing on key metrics such as SLA, content per hour, average handling time, and monitoring error rates
• Supervise team members, fostering motivation and accountability to achieve Global Customer Care KPIs
• Support the implementation of effective reporting and monitoring processes with action plans for continuous improvement
• Communicate effectively with the outsourcing team regarding tasks, decisions, and processes, highlighting the broader impact on cross-departmental initiatives
• Identify, analyze, and escalate customer and team issues to cross-functional teams for timely resolution
• Collaborate with the global security team to support audits of outsourcing operations concerning security and standard procedures
• Assist in conducting quality assurance sampling to ensure work accuracy and efficient tracking
• Participate in staff development by monitoring performance, providing training, and coaching team members
• Ensure alignment of outsourcing management with LINE policies
• Contribute to special projects and additional tasks as assigned
• Support the initiation of Customer Care business projects aimed at enhancing team performance and efficiency

Qualifications

• Bachelor’s degree or higher in a related field
• 2+ years of experience in a supervisory or support role (Experience in customer service or technology business is an advantage.)
• Positive working attitude and teamwork skills
• Strong organizational skills with the ability to manage multiple tasks while maintaining deadlines
• Proficiency in Microsoft Office (Excel, Word, Power Point) and/or other relevant software
• Good command of English and Thai, both spoken and written

Key Competencies

• Strong logical and analytical skills
• Diligence and attention to detail
• Fast learner and self-motivated
• Adaptability to changing environments and priorities
• Effective problem-solving skills
• People and team management skills
• Coaching and communication skills
• Efficient time management and organizational abilities
• Strong interpersonal skills and emotional intelligence
• Ability to work collaboratively in a cross-functional team

Location
LINE Thailand Head Office, Gaysorn Tower, Bangkok