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Team Leader / Supervisor ( Thai Language expert )

Keywords / Skills : Thai, client relationship, client relations, Team Leader, Team Leading

4 - 8 years
Posted: 2018-07-03

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Supervisor/ Team Leader
Posted On
3rd Jul 2018
Job Description
Team Leader / Supervisor ( Thai Language expert )


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Purpose
  • Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. 
  • Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth. 


The purpose will vary according to the type of role:
  • SBU - Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities). 
  • Operations - Plans, manages, and controls the day-to day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment. 
  • Account Management - Partners with client(s) to provide product/service solutions, problem resolution and to develop new business 


Scope

General:
  • Develops departmental plans, including business, production and/or organizational priorities 
  • Interprets internal or external business issues and recommends solutions/best practices 
  • Decisions are guided by resource availability and functional objectives 
  • Primarily domestic accountability; may include some international accountability 


Primary Responsibilities

The main responsibilities will vary according to the type of role:


SBU:

  • Acts as the principal client contact, managing the relationship to ensure customer satisfaction 
  • Directs and manages the daily operations of one or more SBU’s 
  • Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit. 
  • Develops budget estimates and manages project/contract to meet revenue and cost projections 
  • Determines resource allocation levels to meet project/contract commitments 
  • Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed 
  • Reviews and resolves issues affecting Company compliance, legal requirements and client objectives 
  • Partners with senior staff in developing and marketing new client programs/services as required 


Operations:
  • Establishes operational objectives and work plans, and delegates assignments to subordinate managers. 
  • Develops systems and services that support Conduent Services and business unit needs; provides leadership and focus in area of expertise. 
  • Responsible for achieving measurable results on time and on budget. 
  • Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals. 
  • Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives. 
  • Prepares related reports and audits current procedures to monitor efficiency of operations. 
  • Ensures that business practices are performed in accordance with Conduent Services policy, procedure and applicable federal, state, and local laws and regulations. 


Preferred Qualifications:
  • Relevant tertiary qualification and having strong hold on Thai language ( Read, Write, Speak). 
  • Excellent leadership and interpersonal skills 
  • Demonstrated service excellence at a senior level. 
  • Ability to manage and motivate staff within a team environment. 
  • Excellent written and verbal communication skills. 
  • Good decision making and problem solving skills. 
  • Attention to detail, initiative and set high standards. 
  • Ability to prioritise work and workloads across a team 


About Company

Conduent Business Services
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