Eastwood | Assistant Contact Center Manager

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world. Job Description General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets. Positions on this level have advanced knowledge and experience and participate in or lead the development of new solutions/projects. They share best practice and advice to the co-workers in the professional area, generate their own workload, outline directions to others, and can supervise and coordinate lower-level specialists as a single point of contact in complex matters. They coordinate the daily operations, enable and oversee the implementation of short to medium term activities within the team, and deliver input to policies, processes and standards where decisions are tactical and operational within a defined scope. They manage a mixed team of Specialist and Support jobs, with full employee lifecycle responsibility. Required Skills Positions on this level have advanced knowledge and experience and participate in or lead the development of new solutions/projects. They share best practice and advice to the co-workers in the professional area, generate their own workload, outline directions to others, and can supervise and coordinate lower-level specialists as a single point of contact in complex matters. They coordinate the daily operations, enable and oversee the implementation of short to medium term activities within the team, and deliver input to policies, processes and standards where decisions are tactical and operational within a defined scope. They manage a mixed team of Specialist and Support jobs, with full employee lifecycle responsibility. Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination. #J-18808-Ljbffr