Assistant Manager - Ops - MM PHI TELE - Cebu

Drive overall performance and manage Team. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable. Manage client interactions

• Upskill and manage performance at an hourly/daily/weekly/monthly level
• Manage teams and ensure customer satisfaction, quality and productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Client Interaction, where required – Daily/Weekly/Monthly
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like GI/Internal Audit
• Effectively manage queue and balancing of work loads

Excellent communication, interpersonal, customer service skills. 2 - 5 Years