Main Duties and Responsibilities:
Accountable for the day-to-day operations of the customer service department
Plan, coordinate, delegate, and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives
Develop and implement customer service policies and procedures
Define and communicate customer service standards
Create Performance Improvement Plan
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and standards
Ensure the necessary resources and tools are available for quality customer service delivery
Review and track customer complaints resolution
Handle complex and escalated customer service issues
Monitor the accuracy of reporting and database information
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve the quality of service, productivity, and profitability
Liaise with company management to support and implement growth strategies
Co-ordinate and manage customer service projects and initiatives
Ensure budget requirements are met and business objectives are achieved through the effective management of SLAs, KPI's, and revenue targets
Actively promote and manage continuous improvements in business processes across the department
Evaluate and performance manage staff Identify and address staff training and coaching needs
Qualifications:
Bachelor's Degree is required
Able to speak, write, and read Mandarin and English fluently
A minimum of three (3) years experience as an Operations Manager (or equivalent) in a BPO Setting is required
Background in Gaming/Casino Industry will be an advantage
Has experience handling Voice, Chat, and Email lines of business
In-depth knowledge of managing a Contact Center operations
Experienced in handling Voice, Chat, and Email lines of business
Knowledge of different CRM tools
In-depth knowledge of customer service principles and practice
Willing and able to work on shifting schedules
Willing and able to work onsite/in-office daily
Highly motivated leader who believes in coaching and develops his/her team members to achieve exceeding performance expectations Strong communication skills, both written and verbal, in both English and Tagalog language
Can work on an on-call basis during AHOD Emergency Operation Status
Ability to identify process improvements to achieve daily operational efficiency
