Sr Supervisor

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:

Home to over 4,000 employees, our Teparuk site specializes in producing nano-recording heads—a crucial component for the read/write functionality of hard disk drives. At our Teparuk facility, work is both productive and enjoyable. You and your colleagues can grab breakfast, lunch, dinner, and snacks at our 24/7 on-site canteen and coffee shop. Stay active by taking a few laps around our running track or participating in volleyball, basketball, table tennis, badminton, or football at our on-site gymnasium and fitness center. We also offer a variety of activities, including music, dance, and aerobic classes. Alternatively, unwind in our lush green areas. Consider joining any of our employee resource groups (ERGs), such as Seagate Women in Leadership Network (SWLN), Seagate PRIDE: Thailand chapter, or Seagate’s parents and caregivers group. These ERGs provide educational and fun activities. Additionally, enjoy on-site festivals, celebrations, and opportunities to give back to the local community.

Location: Teparuk Thailand
Travel: Up to 10%