Command Center Specialist - ABC World - AIS

คำอธิบาย

Become a part of Thailand's no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.

We are looking for potential candidates who are eager to learn and grow to join our young talent team.

Job Posting Location

Bangkok

Job Summary

Maintaining smooth contact‑center operations through real-time oversight and coordination. Key responsibilities include monitoring agent status, call volumes, and SLA performance, as well as quickly addressing issues such as long queues or system disruptions. The position involves adjusting staffing and schedules based on live demand, creating dashboards and alert reports, and analyzing trends to improve service quality. It also serves as the main communication hub for urgent updates, working closely with IT, Operations, and other teams. Additionally, the role ensures service assurance by enforcing schedule adherence, managing break compliance, and supporting quality control.

Job Description

1. Real-Time Monitoring
      > Monitor agent status via ACD/CRM/Workforce tools.
      > Track call volume and service level (SLA) performance to ensure targets are met.
      > Alert and coordinate with relevant teams when issues arise, such as long queue times or agent unavailability.
2. Resource Allocation
      > Adjust agent schedules and intraday staffing based on real-time demand.
      > Collaborate with Scheduling and Operations teams to maintain optimal staffing levels.
3. Reporting & Analytics
     > Generate real-time dashboards and alert logs.
     > Analyze trends and provide recommendations to improve service delivery.
4. Communication & Coordination
     > Act as a central point of contact for critical updates such as system outages or campaign changes.
     > Liaise with IT, Operations, Clients, and other departments to resolve urgent issues.
5. Service Assurance
     > Ensure agents log in/out according to schedule.
     > Support quality control by managing break adherence and notifying agents of policy violations.

Recruiter

Pitchaporn Sukittipattanakul (พิชชาพร สุกิตติพัฒนากุล)