Assistant Manager Customer Contact247 shift
Posted on :
25-04-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Req ID : 2756292
Leadership and operational management
Take an active role in enhancing the CCD team s performance and improving team productivity.
Review work process identify streamlining opportunities and eliminate repetition.
Engage the team in the BPR (Business Process Reengineering) process which involves reviewing work procedures promote automation adopt lean procedures so as to develop practical and cost effective procedures.
Foster effective team management through development and maintenance of an environment encouraging personal involvement in planning communications coaching and development of employees while sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.
Conduct formal performance appraisals of Customer Care Team Lead(s) including annual goal setting/performance development plan midyear and year end performance review.
Take ownership of the individual development of Customer Contact Team Lead(s) and guiding best practices on how they coach their teams for success.
Consolidate and analyse customer feedback. Work closely with other departments for possible enhancement of our products work processes services and website usability etc. so as to improve sales and overall customer experience.
Follow up on KPI variances. Conduct root cause analysis identify gaps and implement fixes to address outliers.
Handle customer complaints when required. Handle service recovery proactively so as to regain customer loyalty.
Lead and participate in CCD projects with the aim to reach optimal cost effectiveness
in overall CCD operations and leverage our global resources to deliver results and enforce CCD customer proposition.
Promote automation and lean process. Maximize the use of the Work Force Management to project demand plan resources and ensure optimal utilization of
resources.
performance appraisal,resource planning,customer contact,project management,management,work force management,service recovery,business process re-engineering,coaching,cost effective,leadership,operational management,kpi analysis,customer feedback analysis,team management,ccd,customer
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
