Deputy Manager for BPO

Schedule: Shifting Schedule
Onsite in Cebu

Requirements & Skills:

Graduate of Any Course
With 4-6 years relevant experience
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good interpersonal and people management skills with good problem solving approach
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal and external customers
Responsibilities:

Responsible for maintaining various matrices defined by the client
Independently handle, assist the customer to determine problems and provide resolutions
on any customer care issues & service problems, coordinate escalations, assess
customers needs
Motivating team through effective management, career development & implementation
of reporting mechanisms
Liaison with other areas of the company affecting technical support. One on One
Relationship Management
Analysis of reports including process dashboards, team performance reports, initiating
appropriate actions plans & initiate trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level
projects / initiatives & responsible for the administrative aspects of the group / shift
Mentor and assist new hires