Assistant Customer Care Manager.
Newfold Digital
Cebu, Philippines
3d ago

Assistant Customer Care Manager

1) Leads by example, inspires, motivates and manages staff, strictly adhering to the companies’ guidelines and expectations

2) Creates an environment oriented to trust, open communication and cohesive team effort

3) Coaches, educates, trains and supervises the teams to work together and ensure they’re delivering exceptional customer service

4) Implements floor management policies to ensure adherence to service level agreements

5) Monitors execution of business plans to meet business operation requirements

6) Monitors productivity within the department to ensure daily demands are met

7) Facilitates and develops the capacity-planning model

8) Delegates tasks, set deadlines, offers guidance and feedback to the Team Leaders

9) Identifies the needs of the Team Leaders and mentors them towards development

10) Manages the Team Leaders on daily work schedule

11) Analyzes day-to-day operations; volume of calls, emails and chat arrival patterns; AHT performance; and all shrinkage factors (i.e. absenteeism, attrition)

12) Implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved

13) Ensures smooth operations of customer support by monitoring the call, email and chat queues

14) Escalates any customer service related issues on the operation that requires urgent attention to the respective managers

15) Coordinates with internal departments / functions on Workforce findings that need immediate addressing

16) Monitors and evaluates overall cluster performance and individual Team Leaders’ performance, providing learning or coaching opportunities, and taking corrective action, if necessary

17) Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve goals / metrics

18) Analyses monitoring reports consistently to ensure key performance indicators and associated service levels are achieved

19) Takes responsibility and accountability for the cluster performance and for exceeding targets of all required metric

20) Creates an outage ticket and then escalates for any outages that affects the customer care operations

21) Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice

22) Supports company decisions and policies and effectively relay messages to co-workers and staff

23) Helps disseminate information in a clear and understandable manner to ensure correct updates are given to employees and customers at all times

24) Identifies operational issues, suggesting possible improvements and helping to optimize procedures

25) Communicates and coordinates effectively with other team members and other internal departments

26) Takes managerial complaints, queries or calls, provided that the Team Leaders already tried to take call ownership and exhausted all possible resources

27) Keeps up personal skills by answering calls, chats or tickets on a required basis

28) Prepares and provides accurate and detailed monthly and weekly performance reports and analyzing data to assist management as they determine operation goals

1) Renders work hours with flexibility when required

2) Dresses appropriately and always presents a good image for the company

3) Conducts business in alignment with the company’s core values

4) Complies with the different policies set by the company

5) Ensures that our company conducts business in an ethical manner at all times without putting anyone in a position of risk

6) Performs other duties and responsibilities that may be assigned by Management from time to time

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities.

This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform.

The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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