Assistant Manager-Voice-Customer Service

13 hours ago

Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year
  • Job Description: Meeting the SLA Targets
  • Team management and Transaction/Call Monitoring
  • Productivity Improvement and Employee engagement
  • Client interaction, if required at supervisory level
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Management reporting and oversight
  • Driving Quality initiatives in the process to attain measurable positive results
  • Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
  • Ensuring accuracy of performance reports and compliance to internal control requirements
  • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
  • Establish an environment and work style that promotes the concept of teamwork and professional development
  • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
  • Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Responsibilities: Data Analysis and Reporting:

Analyze and interpret complex data sets to provide insightful reports for management.

Generate regular and ad-hoc reports as per organizational requirements.

Ensure data accuracy and integrity in all reports.

Database Management:

Maintain and update databases, ensuring data consistency and completeness.

Regularly review and cleanse databases to eliminate errors and discrepancies.

System Integration

Collaborate with IT teams to integrate MIS with existing systems for seamless data flow.

Troubleshoot and resolve any system-related issues affecting data accuracy.

Process Improvement:

Identify opportunities for process improvement in data collection, analysis, and reporting.

Implement changes to enhance efficiency and effectiveness of MIS operations.

Communication:

Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.

Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.

Training and Support:

Provide training and support to end-users on MIS tools and systems.

Address user queries and ensure a smooth user experience.

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