Managerial Responsibilities

• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation aligned to the industry in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews
  
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
  
• Ensures that patent issues are dealt with in an efficient manner, informing the Operations Manager of any problems that may arise.
  
• Works closely with the respective departments providing support to the inbound team in order to maintain a continuous knowledge of the Markets / campaigns in order to identify potential issues and/or opportunities within or related to the Specific Account.
  
• Ensures that all processes and procedures are completed, quality standards are met.
  
• Identifying performance gaps and ensures interventions are implemented in a timely manner to close the gaps
  

Functional Responsibilities

• Monitoring account specific systems and processes for effective staff utilization
  
• Ensures that the Service Level Agreement is met.
  
• Responsible for all client communication, conflict resolution, and compliance on client deliverables.
  
• Carries out real time performance evaluation and gives timely feedback to the CSCs to ensure optimal work performance.
  
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
  

Requirements

• Degree in any related field
  
• C1 proficiency in English.
  
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
  
• At least 4 years of Customer Service experience, with at least 2 years in leadership a position in a Call Center environment managing teams
  

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.