Asst. Manager, Operations
Concentrix Corporation
Quezon City, NCR,PH
9d ago

Description

Concentrix is a leader in global business services with over54,000 staff members worldwide. We have a presence in 24 countries.

Built uponour experience spanning more than 40 years, we bring a fresh approach to theperformance of business operations in the digital age.

Our ultimate goal is todifferentiate our clients in their marketplace and make them more competitive.With our holistic approach we bring deep domain knowledge to focus on processimprovement, customer engagement and technology innovation.

The clients that weserve are in the areas of Banking,Healthcare,Insurance,Technology,Consumer Electronics,Retail &E-Commerce, Government, Media &Communications, Travel,Transportation & Tourism, and Automotive.

Job Description :

The successfulcandidate will provide support to direct reports in ensuring business goals andobjectives are met.

Roles &Responsibilities

  • Managea team of approx. 15 Customer Service Representatives and ensure that all keymetrics of performance as per the Client SLA are met and exceeded.
  • Strongbackground in credit card acquisition and process.
  • Manageand strengthen Client Relationship.
  • Actas the first level of escalations and resolve all people issues within the teamthrough regular feedback, One-to-One sessions & Team Meetings / Calibrations
  • Manageteam performance and responsible for the overall development of the team
  • Institutecreative & innovative Rewards & Recognition activities for enhancingteam performance and motivation; foster career advancement of the team memberswithin the project or lateral movement.
  • Responsiblefor managing people metrics within the team eg. attrition, absenteeism,schedule adherence etc.
  • Handleescalated customer calls and guide / assist the agents to take calls in premiumqueue and use of customer service tools.
  • Responsiblefor daily, weekly, monthly reporting to Clients as per their requirement.
  • JobQualifications :
  • CollegeGraduate
  • CollegeGraduate
  • Atleast 2 years TL experience
  • The precedingstatements are intended to describe the general nature and level of work beingperformed by employees within this classification.

    They are not intended to include or beconstrued as an exhaustive list of all responsibilities, duties, qualificationsand skills required of personnel assigned to this job.

    Nothing in this job description restrictsmanagement’s right to assign or reassign duties and responsibilities to thisjob at any time.

    Concentrixprovides equal employment opportunities and consideration for employmentwithout regard to race, color, religion, gender, gender identity or expression,sexual orientation, national origin, age, or disability.

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