Aftersales Supervisor

AFTERSALES SUPERVISOR

Job Description

TheAFTER SALES SUPERVISORlooks after the overall company metrics and processes pertaining to membership administration, queries, complaints, feedback and cancellation with the aim of improving member retention and overall business performance.

• Oversee smooth member administration processes
• Takes lead on membership dues collection, making sure periodic metrics are met
• Supports clubs in handling member complaints and ensure that concerns are responded to at first point of contact and within set response rate
• Ensures the team delivers proactive quality interactions focusing on high risk members
• Support clubs in handling cancellation requests following correct departure protocol
• Leads the call center and member service teams in delivering business performance metrics
• Act as data expert on business performance related to sales, retention, and cancellation
• Ensure all systems operates smoothly and are aligned with business quality standards
• Spearheads key strategic projects and perform analyses to drive major decisions for the leadership team
• Design and implementation of business workflows and procedures in line with meeting business objectives
• Closely collaborate with Marketing Department on initiatives aiming to boost membership and retention
• Takes the lead in the cascade and implementation of local and regional initiatives/projects
• Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Direct involvement in recruitment, selection, onboarding and ongoing skills development for all direct reports, ensuring Change Healthcare attracts and retains the best talent
• Overall responsibility for Supervisors and in some case's team leads who are responsible for managing the day-to-day operations of a team of agents handling patients questions and issues
• Conduct client weekly, monthly and quarterly performance reviews

Qualifications:

• Bachelor's Degree preferred but will also consider someone with 5+ years of relevant contact center management experience
• At least 2-year experience distribution, consignment or retail service experience as either service advisor.
• Ability to handle confidential information in a professional manner
• Ability to make sound business judgments
• Excellent interpersonal skills and ability to work with and manage a variety of people
• Excellent communication skills both written and verbal
• Excellent public speaking and presentation skills
• Experience in Electronics/Appliance Industry
• Has an experience in handling stores and coordinating to suppliers
• Preferable with experience in doing outbound telemarketing - Understands service process - Fluent in English, Filipino and Local Dialect - Proficient with computer applications
• Can adapt to Mobility
• Able to write business letter / emails
• Excellent customer service, interpersonal, and communication skills
• Results Oriented
• Willing to work in Veterans Compound Western Bicutan Taguig City
• CAN START ASAP

Job Types: Full-time, Permanent

Benefits:

• Company Christmas gift
• Company events
• Free parking
• Health insurance
• Promotion to permanent employee
• Staff meals provided

Schedule:

• Day shift

Supplemental pay types:

• 13th month salary

Ability to commute/relocate:

• Taguig City: Reliably commute or planning to relocate before starting work (Preferred)

Willingness to travel:

• 100% (Preferred)

• Looking for candidates available to work:
  • Monday: Morning
  • Tuesday: Morning
  • Wednesday: Morning
  • Thursday: Morning
  • Friday: Morning
• 2-3 years of relevant work experience required for this role
• Working rights required for this role