Team Manager

2 weeks ago

Quezon City, National Capital Region, Philippines Cognizant Full time ₱300,000 - ₱600,000 per year

Team Manager

· Candidate must possess at least a Bachelor's/College Degree , any field.

· Required skill(s): Customer Service, Technical Support

· At least 6 year(s) of working experience as a Manager is required for this position.

· Advantage if has background in: Financial accounts, Payment Gateway

· Excellent understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)

· Basic project management skills

· Basic knowledge in Process Excellence/Process Improvement

· Ability to manage multiple stakeholders and multiple geographic teams

· Good interpersonal and communication skills

· Excellent Soft skill, Communications skills(Voice & Email) to handle global customers

· Applicants must be willing to work in Giga Center, Pasig

· Applicants must be willing to work in Mid-Graveyard shift and or Holidays and weekends if needed

· Preferably Managers specializing in Customer Service or equivalent.

· Full-Time position(s) available.

Key Responsibilities:


• Support global operations for the client, directly managing Team Leads in Manila and other Geographical locations as needed


• Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams & devise daily, weekly, monthly, quarterly strategies to meet targets


• Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and Support Personnel


• Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines


• Ensure deep subject matter expertise (product knowledge)


• Ensure bench strength and attrition are under control and do not impact operational excellence


• Work proactively with the Client Vendor Manager to deliver cohesive, coordinated and qualitative customer engagement experience


• Continuously look for opportunities to improve customer experience provided by the client and make recommendations to Client Management team.

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