Customer Service Manager (Base Taiwan)

Work location: Taoyuan City, Taiwan
Visa Type: Taiwanese
Position Overview
We are seeking an experienced Customer Service Center Manager to lead the launch and daily operations of a Chinese-speaking contact center (50200 seats) in Taoyuan, Taiwan.
This role will drive service delivery excellence, team leadership, workforce optimization, compliance, and continuous improvement while partnering closely with HR, Training, IT, and Compliance to ensure scalable and sustainable operations.
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, an...