Customer Service Manager

Location: Taipei City, Taiwan (Onsite)

Employment Type: Full-time

I. Key Responsibilities :

1. Lead end-to-end contact center operations (chat/email support).
2. Deliver KPIs including ASA, AHT, FCR, occupancy, and adherence.
3. Manage shift planning, workforce utilization, and real-time operations in collaboration with WFM.
4. Build, scale, and manage Team Leads and frontline agents (up to 150+ headcount).
5. Drive performance management, coaching, engagement, and retention.
6. Own quality standards in partnership with QA and Training; ensure continuous skill development.
7. Handle escalations and collaborate cross-functionally (Product, Platform, Legal, Ops) to resolve systemic issues.
8. Optimize SOPs, workflows, and automation to improve efficiency and customer experience.
9. Ensure compliance with Taiwan PDPA and internal data security standards.
10. Provide regular operational reporting and support strategic headcount planning.

II. Requirements:

1. Bachelor's degree or above.
2. 8+ years of contact center experience, with at least 5 years in a managerial capacity.
3. Proven experience scaling teams to 100+ agents preferred.
4. Strong track record managing SLAs in chat/email environments.
5. Solid exposure to WFM, QA, training, and contact center technologies (ACD/CTI, CRM, WFM tools).
6. Strong leadership and stakeholder management skills.
7. Fluent Mandarin; business-level English.
8. Familiarity with Taiwan labor regulations and PDPA is a plus.