Customer Services Manager (Nightshift)

The responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Duties and Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

• Create and maximize relationships with client partners

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.
- and partners to define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-delivery for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meeting changing requirements

• Attend business reviews with the client

• Handle a team of team leaders.

Yêu cầu công việc

• Candidate must have bachelor’s degree.

• At least 04 years of professional experience in Call Center/BPO

• Must possess effective English communication skills (written and verbal)

• Ability to work under pressure, willing to work on fully nightshift

• Corporate and process mind

• Excellent communication and quality orientation

Quyền lợi

• Thưởng: KPI Performances