Contact Centre Manager

Permanent

Be part of something bigger. Decode the future.
Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2025 Electrolux Group had sales of SEK 131 billion and employed 39,000 people around the world. For more information go to www.electroluxgroup.com. 
 
Join us in our exciting quest to build a future home!
The mission of the Contact Centre Manager is to strengthen customer experience, improve operational efficiency, and support scalable growth, to define the contact center operations framework to establish a Contact Center Manager role. This position will provide end-to-end leadership for contact center operations, ensuring service excellence, cost control, people development, and alignment with business objectives.

The Contact Center Manager will act as a single point of accountability for performance, quality, and continuous improvement across all customer interaction channels to ensure high-quality service for our customer.

What you’ll do:

• Operational Management
  • Oversee daily contact center operations (inbound & outbound)
  • Ensure SLA, KPI, and productivity targets are met
  • Manage forecasting, capacity planning, and workforce scheduling (WFM)
  • Monitor and control operational costs and budget (Labor cost & Vendor performance)
• Performance & Quality Management
  • Define and track KPIs (e.g., ASA, AHT, FCR, CSAT, QA scores)
  • Lead quality assurance frameworks and coaching programs
  • Analyze performance trends and implement corrective actions
  • Drive continuous improvement initiatives (Lean, automation, self-service)
• People Leadership
  • Lead team leaders / supervisors and frontline agents
  • Manage hiring, onboarding, training, and workforce planning
  • Develop career paths and succession plans
  • Drive employee engagement, retention, and performance culture
• Customer Experience & Stakeholder Management
  • Own end-to-end customer experience within the contact center
  • Partner with Product, Sales, IT, and Customer Experience teams
  • Represent contact center operations in management forums
  • Handle escalations and critical customer issues
• Technology & Process Improvement
  • Collaborate on CRM, telephony, and digital channel enhancements
  • Support implementation of automation, chatbots, and new tools
  • Optimize workflows, scripts, and knowledge management
• Supporting Role
  • Functional support to Contact Center Operations in BA region
  • Standardize and harmonize the ways of working across all countries, in line with the overall strategy and framework
  • Alignment with support any requirement from BA Region

Who you are:

• University Degree, (Bachelor’s or Master’s degree in Business, or related fields)
• Minimum 7 years of experience in Contact Center Management or Customer Service Operations, including at least 5 years in a managerial role with proven leadership experience
• Hands-on experience in Workforce Management, FTE Planning and designing Contact Center systems or implementing technology enhancements.   (FTE=Full-Time Equivalent)
• Excellent analytical, strategic planning, and change management skills
• Strong communication in Thai and English
• Knowledge of consumer products and service is a plus
• Has training experience and skills
• Proven leadership experience capabilities (including remote)
• Ability to successfully manage turnaround processes
• Experience with aftermarket and warranty processes
• Financial acumen, Analytical thinking
• Customer Empathy & Negotiations Skills
• Change Management and implementation
• Business / result oriented
• Strong communication skills – written and verbal (Both Thai and English)
• Problem Analysis and Solutions Solving skills
• Proactivity – with fast reaction with service minded, flexible, action oriented

Core Competencies:

• International. You enjoy to work in a truly global environment and you like to deliver in cross-functional teams;

• Strategic. You have demonstrated strategic thinking, have strong analytical skills and ability to see the big picture;

• Business acumen. You have a proven track record of displaying strong business understanding and you are able to evaluate risks/opportunities making skilled business decisions;

• Team player. You have exceptional collaboration skills, proven ability to form strong cross-functional relationships with varying business partners;

• Good listener and communicator. You have great communication skills and you have the ability to convince, influence and motivate others in a complex matrix organization;

• Self-starter. You are keen for new experience, responsibility and accountability. You are self-driven, problem-solver with a proven track record of delivering great results;

• Agile. You like working in a fast moving environment, being open to new opportunities and evolving priorities and flexible in the way you deliver against strict deadlines and dealing with ambiguity. You manage every shifting priorities;

• Energy. You are passionate about what you do and able to transmit that energy to your team. Challenges are there to be overcome!

Where you'll be:

You will be based at the APAC Regional Office, located in Bangkok, Thailand. Occasional travel in the region may be needed.

You will be based in our Jakarta Office, Indonesia.

Benefits Highlights:

• Flexibility of work hours with hybrid work arrangement
• Discounts on Electrolux products and services.
• Medical & Hospitalization coverage.

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:

• https://career.electroluxgroup.com/global/en