Assistant Manager-Operations
As an Assistant Manager you will lead and coach the Team Leads, SMEs on process knowledge and team management in delivering exceptional customer service on voice and e-channels support (email, chat, social-media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.
Main Job Responsibilities
- Manage a contact center team of 4-6 Team Leaders and 80-100 team players and counterparts
- Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements
- Leading presence in client relationship, meetings and reviews
- Quality/AHT/CSAT metrics management ensure timely download and deployment of process updates and, or product guidelines
- Manage team planning, attrition and plan career mapping for agents
- Manage daily operations to ensure smooth service delivery, including coordination with key support functions
- Build and maintain successful partnerships with internal and external stakeholders, including clients Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions
- Provide feedback, support and guidelines to the team for improved play
- Lead and coach the Team Leads, SMEs on process knowledge and team management
Knowledge, Skills, Abilities
- Experience in customer service support for the airlines/tourism industries is a strong advantage
- Self-starter, independent and customer focused
- Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams
- University graduate
- Good analytical, communication, leadership, team handling and presentation skills
- Minimum 3 years experience in a similar role, managing 70+ players teams is mandatory
- Knowledge of budgeting, good control of metrics and processes enabling effective team planning and execution on multiple projects environment
- Highly organized, able to prioritize and work effectively on several ventures simultaneously Solution oriented, able to find effective ways for helping your team overcome challenges
- Excellent written and verbal English knowledge is also a must
We Offer
- Competitive salary package + benefits
- Career growth opportunities within an international growing organization
- Opportunity to shape and growing international team
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
