Assistant Customer Care Manager or Senior Team Manager
Location
Manila, Philippines
Requirements:
College graduate, Bachelor's Degree or the recognized equivalent in work experience and self-study.
At least 1 year experience in a Call Center environment.
Computer literate with excellent oral and written communication skills.
Good interpersonal skills.
Proven analytical and problem solving ability.
Willing to work under flexible timings.
Responsibilities:
Responsible for supervising a team composed of fifteen (15) to twenty (20) Customer Care Associates to ensure that the team is able to meet the program goal through monitoring, one on one coaching and mentoring.
Efficiently handle escalated calls to ensure immediate resolution and customer satisfaction.
Responsible for overseeing and developing Customer Care Associates.
Monitor and motivate the team to enhance the team performance in the areas of productivity, quality (communication skills and technical expertise), customer satisfaction, employee satisfaction, and employee development.
Lead, schedule and coordinate meetings, team projects and activities.
Address daily issues affecting the team.
Conduct employee performance reviews and evaluations, and develops Customer Care Associate career path.
Help develop and maintain Call Center operating structures.
Prepare, analyze and manage team through statistical analysis of reports.
Manage and coordinate the implementation of new products and technologies.
