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Asst. Manager, Operations in CEBU, PH at Concentrix

Date Posted: 3/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    CEBU, PH
  • Job Type:
  • Experience:
    Greater than 15 years
  • Date Posted:

Job Description

Team Captain
Concentrix is a leader in global business services with over 54,000 staff members worldwide. We have a presence in 24 countries. Built upon our experience spanning more than 40 years, we bring a fresh approach to the performance of business operations in the digital age. Our ultimate goal is to differentiate our clients in their marketplace and make them more competitive. With our holistic approach we bring deep domain knowledge to focus on process improvement, customer engagement and technology innovation. The clients that we serve are in the areas of Banking, Healthcare, Insurance, Technology, Consumer Electronics, Retail & E-Commerce, GovernmentMedia & Communications, Travel, Transportation & Tourism, and Automotive.
Job Description:
The successful candidate will provide support to direct reports in ensuring business goals and objectives are met.
Roles & Responsibilities
•         Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
•         Strong background in credit card acquisition and process.
•         Manage and strengthen Client Relationship.
•         Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations
•         Manage team performance and responsible for the overall development of the team
•         Institute creative & innovative Rewards & Recognition activities 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, schedule adherence etc.
•         Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.
•         Responsible for daily, weekly, monthly reporting to Clients as per their requirement.