Team Leader - Transcosmos (Thailand) Co.,Ltd.

Key Responsibilities

●      Performance Management: Monitor and drive the team’s Key Performance Indicators (KPIs), focusing on both output efficiency and high-quality moderation standards.

●      Workforce Planning: Create and manage team shift schedules to ensure sufficient manpower coverage at all times, minimizing gaps in moderation activity.

●      Quality Oversight: Collaborate with the QA team to review performance data and implement corrective actions where necessary to maintain service excellence.

●      Team Leadership: Act as a point of escalation for complex cases, providing guidance to moderators and fostering a supportive, high-performance team culture.

●      Operational Reporting: Track daily attendance and productivity metrics, preparing regular reports for management regarding team health and operational bottlenecks.

●      Resource Optimization: Proactively manage leave requests and shift swaps to maintain headcount stability without compromising service level agreements (SLAs).

Qualifications

●      Experience: Proven experience in a leadership or supervisory role, preferably within a BPO, Contact Center, or Content Moderation environment.

●      Education: Bachelor’s degree in any field.

●      Skills: Strong organizational and time-management skills, with a focus on workforce scheduling and manpower planning.

●      Communication: Good command of English and excellent interpersonal skills to lead and motivate a diverse team.

●      Analytical Thinking: Ability to interpret performance data and translate it into actionable team goals.

●      Adaptability: Must be able to work in a shift-based environment and handle the fast-paced nature of platform safety operations.

transcosmos (Thailand) Co., Ltd.


About Us
transcosmos (Thailand) Co., Ltd. is a leading international subsidiary of transcosmos inc., a global powerhouse in Business Process Outsourcing (BPO) and Customer Experience Management (CXM). Headquartered in Japan with over 60 years of proven industry expertise, the transcosmos group operates across more than 180 locations in 36 countries and regions, driven by a talented workforce of over 70,000 professionals worldwide.


Established in Thailand in 2008, we have expanded to a dynamic team of over 2,500 employees operating from state-of-the-art operational hubs in Bangkok and Chiang Mai. We serve as the trusted behind-the-scenes partner for world-renowned brands, delivering digital excellence and operational success for top-tier e-commerce giants, leading electric vehicle (EV) manufacturers, global social media platforms, financial institutions, and major retail conglomerates.


Our Core Services
Digital CX & Contact Center Solutions: Comprehensive omnichannel customer support (Voice, Chat, Email, and Social Media) featuring multilingual capabilities and advanced AI integration to maximize customer satisfaction.


One-Stop E-Commerce Services: End-to-end e-commerce management, covering store operations, digital sales strategy, performance marketing, and supply chain logistics.


Digital Marketing & Data Analytics: Targeted digital campaigns, Voice of Customer (VOC) data analysis, and Customer Data Platform (CDP) integration.


IT & Engineering Solutions: Software development, IT infrastructure support, and specialized engineering design (e.g., CAD/CATIA).


Why Join Us?
Global Exposure: Collaborate with prestigious international projects and global Fortune 500 brands.


Diverse & Inclusive Culture: Work in a progressive, multicultural environment that celebrates equal opportunity, creativity, and open communication.


Professional Growth: Access world-class upskilling programs, professional training, and clear career advancement pathways.


Attractive Benefits: Competitive compensation packages, language skill allowances, shift/overtime premiums, comprehensive health & life insurance, performance incentives, and engaging staff activities.


Primary Locations
Bangkok: Pakin Building Rama 9 Hub (Near MRT Rama 9 / Din Daeng), Asoke HQ (Exchange Tower)


Chiang Mai: Chiang Mai Branch Office. (Airport Bussiness Park)