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Boon Rawd Brewery Co.,Ltd

Operation Development Manager (Call Center)

🗓️ Posted 2026-09-08 Bangkok City, Thailand Full-time Hybrid Customer Service Call Centre

Company shared salary

NA

Market rate

THB 60,000–THB 120,000/mo (THB 720,000–THB 1,440,000/yr)

Based on similar roles (title + domain + location).

Responsibilities

  • ● Plan, develop, improve, and integrate Contact Center and BPO systems to align with the business and connect with other company systems.
  • ● Establish standards and manage system development to achieve goals while controlling related budgets, project plans, and resources.
  • ● Manage and oversee the Contact Center systems and supporting systems such as ACD, CTI, CRM, Knowledge Management, Order-to-Cash, and Business Intelligence Tools.
  • ● Research, analyze, and develop new tools/systems, such as CCS, CRM, AI, and Automation, to enhance operational efficiency.
  • ● Manage systems and processes to ensure compliance with operational standards, including ISO, SOC2, and COPC.
  • ● Manage end-to-end system development projects, covering selection, analysis, comparison, proposal approval, development, testing, and delivery.
  • ● Formulate Project Plans, defining timelines, scopes, budgets, and associated resources, while monitoring and controlling execution to align with the established plans.
  • ● Analyze and evaluate projects across various dimensions, including technical aspects, costs, cost-benefit analysis, business impact, and risk management.
  • ● Plan and manage system implementation (UAT/ System Implementation / Go-live/ Knowledge transfer) and post-delivery monitoring.
  • ● Coordinate and collaborate with relevant internal and external departments.
  • ● Effectively communicate business requirements to ensure mutual understanding between technical teams and stakeholders.
  • ● Analyze operational data to develop guidelines for system and process improvements.
  • ● Prepare system performance reports for management, such as Project Progress, System performance, and Productivity Reports, and present them to executives.

Requirements

  • ● Bachelor's degree or higher in Information Technology, Computer Engineering, Business Administration, or a related field
  • ● At least 7-10 years of experience in Contact Center/CRM/Automation/System Development
  • ● At least 3 years of experience in managing system development teams or IT projects
  • ● In-depth understanding of Contact Center systems (ACD, CTI, CRM, Knowledge Management, Order-to-Cash)
  • ● Strong ability to analyze data and proficient in using BI tools, Microsoft Excel, and Power BI
  • ● Professional skills in project management, planning, and negotiation
  • ● Ability to work under pressure with a high sense of responsibility
  • ● High agility in managing tasks meticulously and systematically
  • ● Dedicated and enthusiastic about assigned tasks