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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
.
Remote Work :
No
Full Time