Location: Taipei City, Taiwan (Onsite)
Employment Type: Full-time
I. Key Responsibilities
- Lead end-to-end contact center operations (chat/email support).
- Deliver KPIs including ASA, AHT, FCR, occupancy, and adherence.
- Manage shift planning, workforce utilization, and real-time operations in collaboration with WFM.
- Build, scale, and manage Team Leads and frontline agents (up to 150+ headcount).
- Drive performance management, coaching, engagement, and retention.
- Own quality standards in partnership with QA and Training; ensure continuous skill development.
- Handle escalations and collaborate cross-functionally (Product, Platform, Legal, Ops) to resolve systemic issues.
- Optimize SOPs, workflows, and automation to improve efficiency and customer experience.
- Ensure compliance with Taiwan PDPA and internal data security standards.
- Provide regular operational reporting and support strategic headcount planning.
II. Requirements
- Bachelor's degree or above.
- 8+ years of contact center experience, with at least 5 years in a managerial capacity.
- Proven experience scaling teams to 100+ agents preferred.
- Strong track record managing SLAs in chat/email environments.
- Solid exposure to WFM, QA, training, and contact center technologies (ACD/CTI, CRM, WFM tools).
- Strong leadership and stakeholder management skills.
- Fluent Mandarin; business-level English.
- Familiarity with Taiwan labor regulations and PDPA is a plus.
