Assistant Customer Service Manager

ROLE POSITIONING AND OBJECTIVES:

The position implies project-managing, and contact center operations of a business process outsourcer (BPO) team. The person who is ready to make

tough data-backed decisions in a high-speed complex environment. If you are passionate about delivering a wow customer experience, enthusiastic

about solutions, and excited to apply hands-on project management experience. Does this sound like you If so, do apply!

WHAT YOU WILL OWN:

● Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company

● Led the assigned BPOs in managing conflict, and ensuring the team's processes and tasks were carried out efficiently

● Develop strategies to promote team member adherence to company regulations and performance goals

● Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

● Take ownership of team results and provide leadership in continuously maintaining the volumes & highlight discrepancies and taking actions if

needed to achieve the company' goals and service level

● Understand development need of your team members and be 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

● Act as a role model to ensure the proper and effective implementation of new and existing company policies & procedures

● Driving team engagement and create a safe and open environment where regular feedback is encouraged

● Understand & analyze 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)

● Act as a backup of Operations Manager if needed

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE:

● Excellent command in spoken and written English

● Proficient in MS office and call center 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 multi-tasking skills.

● Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to

proactively improve center 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

Customer Service, Project Management, Bpo, Team Management, Process Improvement, Conflict Management, Planning, Recruitment, Quality Assurance, Performance Management, contact center operations , Customer Experience, Communication Skills