The Assistant Manager in collaboration with the Location leadership drive achievement of Service Level Agreement and adherence to customer service delivery procedures and processed. In addition will also be responsible for coordination with other internal stakeholders on workforce requirement and Service Level compliance through regular quality checks and reviews, and interact with the client on regular basis to determine the level of customer service satisfaction an ascertain areas of improvement based on the client feedback.
Description
- We are seeking a highly motivated and
experienced Assistant Manager – Customer Service Operations to join our
team. The Assistant Manager will collaborate with location leadership to
drive the achievement of Service Level Agreements (SLAs) and ensure adherence
to customer service delivery procedures and processes. This role will also
be responsible for coordinating with internal stakeholders on workforce
requirements and service level compliance through regular quality checks
and reviews. Additionally, the Assistant Manager will interact with
clients regularly to assess customer service satisfaction levels and
identify areas for improvement based on client feedback.
Responsibilities:
- Work closely with location leadership to
drive the achievement of Service Level Agreements (SLAs) and ensure
adherence to customer service delivery procedures and processes.
- Coordinate with internal stakeholders on
workforce requirements and service level compliance through regular
quality checks and reviews.
- Interact with clients on a regular basis
to assess customer service satisfaction levels and identify areas for
improvement based on client feedback.
- Supervise and provide guidance to
customer service teams, ensuring excellent service delivery and adherence
to company policies and procedures.
- Conduct regular performance evaluations
and provide feedback to team members to enhance their skills and
performance.
- Collaborate with cross-functional teams
to identify process improvements and implement best practices.
- Prepare and deliver presentations to
clients and internal stakeholders to communicate performance metrics and
improvement plans.
- Maintain up-to-date knowledge of industry
trends and best practices in customer service management.
Qualifications
Education
- Minimum of a Bachelor degree from a
registered tertiary institute
More Details on Experience
- At least three (3) years’ experience
gained in a supervisory role in a call centre or Business Process
Outsourcing Company.
More Details on Skills
- Excellent Client Management skills with a
proven track record of building and maintaining client relationships.
- Strong presentation and influencing
skills.
- Exceptional work ethics and passion for
delivering outstanding customer care experiences.
- Excellent communication skills (verbal
and written), with the ability to communicate effectively with internal
and external stakeholders.
How To Apply
Only
candidates who meet the above requirement should submit their updated resume
and cover letter via email to recruitmentke@isonxperiences.com
The
email Subject Heading should clearly indicate the position for
which one is applying.
Closing
Date: Friday,
10th May 2024.