Job Summary:The Assistant Manager Customer Care is responsible for overseeing the day-to-day operations of the customer care team in a BPO environment. This role involves managing a team of customer care representatives, ensuring high-quality service delivery, and meeting performance targets. The Assistant Manager will also handle escalated customer issues, provide training and development to team members, and implement strategies to improve customer satisfaction.
Team Management:- Lead, coach, and mentor a team of customer care representatives to ensure high performance.
Monitor team performance, provide feedback, and conduct performance appraisals.- Manage workforce scheduling and allocate resources effectively to meet service level agreements (SLAs).
Customer Service Excellence:- Ensure the team provides exceptional customer service and resolves customer issues efficiently.
Handle escalated customer complaints and provide timely resolutions.- Monitor and analyze customer feedback to identify areas for improvement.
Operational Oversight:- Oversee daily operations of the customer care team, ensuring adherence to processes and procedures.
Monitor call volumes, response times, and other key performance indicators (KPIs).- Implement strategies to optimize productivity and efficiency.
Training and Development:- Develop and deliver training programs for new hires and existing team members.
Keep the team updated on new products, services, and company policies.- Foster a continuous learning environment.
Reporting and Analysis:- Prepare and present regular reports on team performance, customer satisfaction, and other relevant metrics.
Analyze data to identify trends and recommend corrective actions.Collaboration:
Work closely with other departments to ensure a seamless customer experience.
- Participate in cross-functional projects and initiatives to enhance customer care processes.
Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in a customer care role within a BPO environment.
Proven experience in managing a team and achieving performance targets.- Strong understanding of customer care processes and best practices.
Excellent communication, leadership, and problem-solving skills.
- Proficiency in using customer service software and tools.
Ability to work in a fast-paced and dynamic environment.
Experience with CRM systems and data analysis tools.- Certification in customer service management or related fields.
Multilingual capabilities are a plus.
Job Types: Full-time, Permanent
Pay: Php30,
- 00 - Php45,000.00 per month
Benefits: - Pay raise
Schedule:
Supplemental pay types:
Application Question(s):
- do you have Exposure to US Investments and Capital Markets
Exposure to US Investments and Capital Markets
Experience:
* of Banking and Financial: 2 years (Preferred)
