Call Center Senior Project Lead Assistant Manager

About the job: Senior Project Lead Assistant Manager (Taguig) | Onsite
Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

Key requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Preferably with Telco and Billing background
• Bachelor's degree in any course
• A minimum of 2 years in the role of an Assistant Manager must be within process improvement and knowledge management
• Willingness to work in rotational shifts
• Amenable to working in shifting schedules.
• Amenable to working ONSITE (TAGUIG).
• Able to start ASAP

Responsibilities:

1. Process Improvement  
Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/engagement is improved

2. Quality Planning  
Prepares the service quality plan including the quality control, assurance and improvement  at hisher  process level IN ORDER TO create a comprehensive quality program for the specific process

3. Transition  
Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview. Coordinates training for the team IN ORDER TO ensure right skilling

4. Client Interfacing  
Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations/complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

5. Process Assurance  

Ensures that there is no billable loss, no credit/penalties from the client and zero revenue leakage