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Asst. Manager, Operations in Quezon City, NCR at Concentrix

Date Posted: 5/23/2018

Job Snapshot

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Job Description

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.


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