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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:
    Not Specified
  • Date Posted:

Job Description

  • Manage a team of approx. 15 Customer Support Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
  • Strong background in CSR 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.