Assistant Manager/ Manager, Customer Contact

Position Objectives

• To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact’s KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty.
• To promote teamwork among the team and maintain a conducive and harmonious working environment. To be a coach and mentor to the team in driving and motivating to deliver superior customer service despite stressful and challenging work nature whilst striving to keep the environment exciting and engaging.

Roles and Responsibilities

1. Workforce Management

• Scheduling staff around the forecasted contact volumes; including approval of planned/unplanned leaves for contact centre
• Managing day-to-day volume (intraday management), in case of unexpected rises in contact volumes and managing unplanned shrinkages
• Work closely with the team. Motivating and coaching of team for continuous improvement and development
• Ensure training and development plans are maintained for all team members
• Manage fair and consistent application of performance management and disciplinary measure as necessary
• Support operations manager to proactively highlight operational risk, mitigation plan and areas for improvement
• Creating a Business Continuity Plan (BCP) not limited to changing of skillset to help with volume
• Manage real time Service Level and Abandonment Rate, data analysis & reporting, take pro-active steps to improve performance.
• COPC standards adapted and set within Contact Center metrics for resourcing

2. Operation and Performance Management

• Monitor and Analyze omni channels contact center operation real-time, daily, weekly and monthly performance, to drive improvement via weekly KPI action plan; recommend fixes for resourcing, call volume management and key focus areas for the team to understand critical areas of improvement to drive toward high performing culture in contact centre
• Drive customer-centric culture in the team to delivery exceptional Customer Experience in each interaction.
• Keep up to date with business development and new product lines
• Lead and inspire the team to deliver excellent levels of individual/team performance and customer satisfaction
• Support the CX Operation targets and objectives, create performance and result orientated culture
• Support the operation manager to identify and deliver positive change, highlight operational risks, areas for improvement and business efficiencies
• Handling of complaint escalations and highlight appropriate problems to management

3. Data Analysis

• Minimum of 2 years’ leadership experience within a contact center environment as a Team Leader for a group of Customer Service Associates
• Strong leadership and excellent people skills. Good analytical & problem-solving skills. Thorough productivity and quality management knowledge. Good team building and interpersonal skills and able to communicate effectively with people at all levels.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual