Assistant Manager Customer Service
Assistant Manager Customer Service
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Maintaining positive relationships with teams by establishing a good line of communication between the team leads and the company
Develop detailed project plans schedules and ensuring alignment with organizational objectives
Leading the assigned BPOs in managing and ensuring the teams processes and tasks are carried out efficiently
Coordinate and manage all phases of the project lifecycle from initiation through to closing
Track team progress and identify risks/issues that may impede progress using stand ups/team meetings
Assessing customer feedback and using your creativity to establish improve and refine the customer experience.
Take ownership for team results and provide leadership and continuously monitor the volumes & highlight discrepancies
Understand development need of your team members and able to identify performance gaps in order to provide coaching support
Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others
Serve as the primary point of contact for all projectrelated communication with stakeholders and teams
Prepare and deliver regular project status reports to stakeholders and senior management
Understand & analyse reports proactively make suggestions for improvement
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service
Participate in recruitment activities (screening interviewing)
Provide regular status updates to project stakeholders
Qualifications :
Excellent command in spoken and written English
Proficient in MS office and call centre equipment/software programs
Strong analytical/presentation skills
Strong understanding of formal project management methodologies
Able to thrive under pressure and have experience handling the most critical of customer escalations
Possess excellent time management and multitasking skills.
Must have a strong track record of evaluating analysing implementing leading and monitoring effective and efficient processes to proactively improve centre efficiency and staff performance
Excellent personal and interpersonal skills to interact with a variety of individuals including building strong partnerships with other stakeholders
Solid experience in project/stakeholder management process improvement planning and performance management
A desire to help others work towards targets and develop their skills
Customer service skills Attentiveness empathy patience and consistency persuasion immaculate telephone manners and communication skills
Knowledge of SQL is an added advantage for tasks related to data analysis reporting and supporting decisionmaking processes.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
