ASSISTANT MANAGER-OPERATIONS (Team Leader), Naga in Naga, Zamboanga Peninsula

JOB DESCRIPTIONTION
• Manage a team of approx. 15 to 25 CCS and ensure that all key metrics of performance as per the Client SLA are met and exceeded
• Manage and strengthen Client Relationship and reduce stickiness through overall management of expectation
• Act as the first level of escalations and resolve all people issues within the team through regular feedback, One on Ones & Team Meetings
• Manage team performance and responsible for the overall development of the team; Institute creative & innovative R&R for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.
• Responsible for managing people metrics within the team eg. attrition, absenteeism, break adherence etc.
• Handle escalated customer calls and guide/assist the CCSs to take calls in premium queue and use of customer service tools.
• Responsible for daily, weekly, monthly reporting to Clients as per their requirement
• Complies with the Company’s Policies and Procedures, including Information Security.
QUALIFICATIONS
• Candidate must possess at least a Bachelor's/College Degree , any field.
• More than a year of actual experience as a Team Leader/Operations Supervisor for a Customer Service and Sales oriented account in a Multinational BPO/Call Center industry.
• Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
• Required skills: metrics management, leadership skills, client relationship.
Salary: negotiable
Work location: Naga, Bicol
Location
Naga
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