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

Date Posted: 2/11/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    2/11/2018

Job Description



Job Description:
 
The successful candidate will provide support to direct reports in ensuring business goals and objectives are met.


Responsibilities:

  • Manage a team of approx. 18 CCSs 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 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, 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.
  • Handling Special Projects, Process improvement initiatives and implementation.