Call Center Assistant Manager - Alabang

TASQ Staffing Solutions is looking for an assistant manager.

Location: Alabang

Responsibilities:

PreTransition Support (as needed):

Provide support to CS teams with expert responses to RFPs.

Assist with banding signoffs.

Review and sign off on SOW and delivery clauses.

Review and sign off on project scope.

Review and sign off on SLAs.

Transition Support:

Partially contribute to due diligence efforts (onus of DD is on CS team).

Define processes and make recommendations.

Plan and deliver knowledge acquisition (KA) and knowledge transfer (KT) sessions.

Facilitate CS training.

Assist with rampup planning and support.

Provide golive support.

Steady State Support:

Support WFM (Workforce Management) and scheduling.

Liaise with the BEC (Business Enablement Center) team to ensure requirements and schedules are closed.

Establish a governance framework.

Implement a coaching framework.

Develop a training framework.

Define the reporting structure.

Implement a framework for monitoring agent performance (stacks).

Provide support for client escalations.

Offer any other operational support as required.

Hiring:

Gather requirements and create job descriptions based on role requirements.

Provide support in hiring suitable candidates with domain expertise.

Trainings:

Gather requirements and develop training plans from a CS perspective.

Collaborate with the CDG (Capability Development Group) team to align trainers and ensure completion.

Facilitate customer service basics and technical training for engagements.

Qualifications:

Minimum of 5 years of BPO experience in customer service.

Minimum of 4 years of leadership experience managing customer service teams.

College graduate in any course.

Willingness to work in shifting schedules.

Onsite work in Alabang is required.

Able to start immediately.

Additional Requirements:

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.

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