Assistant Manager, Customer Servicing

The role of the Assistant Customer Servicing Manager is to support the Customer Service Manager to drive performance of our contact centre and positive customer experience. They are to lead team meetings and coach and motivate team members.

The jobholder is to supervise and develop customer service representative's skills to achieve operational and organizational objectives.

They must work with call center representatives and functional departments such as Quality Assurance and Training team to provide extra support and training or developing new processes.

The jobholder's responsibilities are:
- **Supervising Agents**:

- Support the Call Centre Manager in the seamless day-to-day operation of our contact centre by providing planning, leadership and motivation to the team under your charge.
- **Performance Management**:

- Be involved in performance management, including setting performance goals, conducting performance evaluations, and addressing performance issue or concerns.
- Ensure that the department KPIs and individual productivity are met.
- **Team Leadership**:

- Develop and nurture the Team Leaders and Customer Service Officers through regular coaching and guidance.
- **Customer Issue Resolution**:

- Handle escalated customer issues or complex cases from Team Leaders, and provide findings to the Management.
- Manage team's escalated cases and follow up on outstanding cases, and to give feedback for further improvement of specific campaigns.
- **Change Management**:

- Participate in organization system change projects as needed to identify and minimize downstream impact
- Implementing changes in processes, technology, or policies and guide team through transitions effectively.
- Continuously review and develops operation procedures by conducting analyses, identifying critical improvement points and preventive measures
- **Policy and Procedure Adherence**:

- Establish and monitor the adherence of company's SOPs and procedures.
- **Reporting and Analysis**:

- Prepare operational documentation and reports (Weekly, monthly) through collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
- **Communication and Collaboration**:

- Work closely with peers, team leaders and managers to coordinate implementations of projects, hiring and training sessions. Undertake any assignments as and when assigned

**Qualifications**:

- Diploma/Degree holder
- 3 years leadership experience with relevant experience in supervisory role in contact centre environment and/or similar industry.
- Microsoft Office, strong in Excel and Powerpoint
- Multi-media (audio, video, web-based systems)
- Insurance Certifications '“ BCP/PGI/HI/M9
- Ability to work efficiently in a high demand, team oriented and fast-paced environment
- Strong planning, facilitation and public speaking skills
- Self-directed, organized and project a professional image
- Strong ability to handle multiple priorities and projects concurrently
- Excellent verbal and written communication skill with a strong attention to detail
- Strong, sound analytical skills
- Ability to adhere to a strict attendance and punctuation policy
- Ability to work in team environment with collaboration across multiple functional areas
- Ability to develop rapport and credibility with key stakeholders
- Ability to flex and adapt in real time on multiple channels of feedback
- Executional knowledge of learning management systems, survey instruments and strategies
- Knowledge of training metrics and strategies