Sr Supervisor, Global Contact Center
Samut Prakan, TH
About our group:
The Global Contact Center group is responsible for creating an exceptional customer support experience with our Seagate and LaCie products through WeChat. As part of this mission, we strive to ensure consumers can easily find the information they need to quickly resolve product issues. This means providing customer support in the places where consumers visit most, including apps, digital and social media platforms, and our own Seagate and LaCie support sites.
About the role - you will:
• Manage and supervise BPO operations across multiple sites in China.
• Ensure compliance with company policies and procedures.
• Oversee the handling of RMAs, ensuring timely and accurate processing.
• Address and resolve customer escalations effectively and efficiently.
• Collaborate with cross-functional teams to improve operational processes.
• Monitor performance metrics and implement strategies for continuous improvement.
• Provide training and development opportunities for team members.
• Prepare and present reports on operational performance to senior management.
About you:
• Analytical – You have a strong analytical background and are skilled at synthesizing large amounts of data and analysis.
• Deadline Oriented – able to work effectively under narrow time limitations to produce accurate results.
• You are goal oriented, results-focused and a high achiever with an optimistic, “can-do” attitude.
• You display effective time management and organizational skills and utilize available resources
Your experience includes:
• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a supervisory role within a BPO environment.
• Strong understanding of BPO operations and customer service principles.
• Excellent problem-solving and decision-making skills.
• Ability to work independently and as part of a team.
• Written and verbal proficiency in Chinese and English is required.
Location:
Seagate first entered the Chinese market in 1995, and in the more than 20 years that followed, has committed itself to remain at the forefront in the innovation and development in the country’s storage industry. With its strong technical knowledge and experience, Seagate has worked with many customers and business partners to help capture market opportunities – both domestically and overseas. Now the company operates four branch offices in Beijing, Shanghai, Shenzhen, Chengdu; a surveillance center, and a data recovery center in Hangzhou.
Location: Teparuk Thailand
Travel: Up to 10%