Customer Interaction Center Assistant Manager

About the role

This position provides dedicated cross-functional coordination for the CIC department as it has grown to roughly 36 people across Lens, Frame and After-Sales (AFS). It ensures all three teams execute under one consistent policy, audits process, PO and service quality, builds team update/training plans that raise the standard of service to both external customers and internal stakeholders, consolidates cross-team data into management reports, and takes ownership of selected projects on behalf of the CIC Manager — giving the department a dedicated coordination layer as it scales.

Key responsibilities

• Coordinate daily/weekly between CIC Lens, CIC Frame and AFS to ensure all three teams work under one consistent policy and SOP
• Act as the single point of contact resolving cross-team friction before it reaches the CIC Manager
• Support smooth case hand-off from CIC Lens/Frame to After-Sales (AFS), consistent with the CIC "Filter & Track" governance
• Review and audit process compliance and purchase orders (PO) across the Lens, Frame and AFS teams
• Identify and flag process gaps, escalating root-cause issues with proposed corrective actions
• Consolidate data from CIC Lens, Frame and AFS into unified reports/dashboards for the CIC Manager and management review
• Track KPIs and follow up on action-plan progress across the three teams, flagging risks proactively
• Audit the quality of customer service delivered by CIC Lens, Frame and AFS against SLA and service standards
• Identify recurring service gaps from calls, emails, and complaint logs, and translate findings into a team update/improvement plan
• Take ownership of selected cross-team projects and initiatives on behalf of the CIC department, from planning through follow-through

About you

• Bachelor's degree in any field; Business Administration, Engineering, or a related field is an advantage
• 3–5 years of experience in a Customer Service Supervisor / Coordinator role — call center, customer care, or client-facing operations, ideally in optical, FMCG, or wholesale distribution
• Hands-on experience auditing service quality (calls, emails, complaint handling) and turning findings into team coaching or training plans
• Demonstrated experience coordinating across multiple teams or departments
• Experience auditing processes and/or purchase orders (PO); familiarity with SAP or similar order-management systems is an advantage
• Strong data consolidation and reporting skills (Excel required; dashboard tools such as Power BI a plus)
• Thai: fluent. English: business level, sufficient for written reports and cross-team coordination
• Customer service quality auditing — able to listen to calls/read chat-email logs and judge service against standard
• Team coaching and enablement — turning service gaps into practical update/training plans agents can follow
• Detail-oriented with a compliance mindset