Call Center Assistant Manager - Taguig

TASQ Staffing Solutions is looking for an assistant manager.

Qualifications

Relevant years of experience: 5 years minimum BPO experience in customer service

Leadership experience: 4 years minimum handling a team for customer service accounts

Educational attainment: college grad any course

Amenable to work in shifting schedules.

Amenable to work ONSITE BGC Taguig

Able to start ASAP.

There is a strong preference for candidates with collections fraud or financial background.

Prior training experience as an operations trainer is a plus.

Operational experience within customer service is a critical requirement.

Prior background in operational excellence with a focus on process improvement is highly desirable.

Location: Taguig

JOB DESCRIPTION

Pre Transition support (as needed)

Support CS teams with expertized responses to RFPs (as needed)

Banding Sign offs (as needed)

SOW Review & Delivery clauses Sign offs (as needed)

Scope Sign offs (as needed)

SLA Sign offs (as needed)

Transition support

Due Diligence (Partially onus of DD is on CS team)

Process Definition

Process Recommendations

KA & KT planning and delivery

CS training

Ramp up planning & support

Go live support

Steady State support

WFM & Scheduling support. Liaison with BEC team to close loop the requirement and schedules.

Governance Framework

Coaching Framework

Training Framework

Reporting Structure

Stacks (Agent performance) Framework

Client Escalation Support

Any other operations support as required

Hiring

Requirement gathering & create JD according to the role requirements

Support in hiring from a Domain perspective to ensure we have right candidates

Trainings

Requirement gathering and training plan from a CS perspective (CS 100 CS 200 and any Customized training plan) for engagements. Liaison with CDG team to align trainer and completion.

Customer Service Basics/ Technical training for engagements Facilitate

Benefits:

HMO coverage for the employee and 2 dependents from Day 1.

Quarterly performance bonus.

Excellent career development opportunities.

If you meet the requirements for this role you can expect to receive communication for an interview within 2472 business hours or less. Communication will be conducted via a phone call and a followup text and email will be sent if youre unable to answer the call. Online calls can be arranged if you have signal problems

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Remote Work :

No