Manager

18 hours ago

Cagayan de Oro City, Misamis Oriental, Philippines Op360 Full-time

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Roles and Responsibilities

Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
Putting in place effective customer service that promotes customer satisfaction.
Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
Creates different strategies on how a certain program can maintain their CSAT scores
Manages and monitors CSAT scores
Provides reporting and coaching sessions to better hit CSAT scores
Conducts root cause analysis for CSAT data
Management, and supervision of agents.
Responsible for the provision of reports concerning the performance of the various sections of the accounts.
Provide inspired leadership for the organization.
Make important policy, planning, and strategy decisions.
Develop, implement, and review operational policies and procedures.
Assist HR with recruiting when necessary.
Help promote a company culture that encourages top performance and high morale.
Oversee budgeting, reporting, planning, and auditing.

Skills and Qualifications

A/BS degree or equivalent practical experience in account management
At least 3 years of Operations Manager experience, required
With CSR inbound and outbound BPO background
Strong analytical, problem solving, and general troubleshooting skills
Ability to communicate technical issues in non-technical terms
Provide customer and technical support to customers through inbound phone, chat, and email requests
Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
Strong leadership skills for driving excellence
Analytical & numerical skills
Decision-making & problem solving with good insight into numbers
Experience in initiating and driving automation projects
Excellent communicator