Assistant Manager

2 weeks ago


Dubai, United Arab Emirates TPA Full time

Job Purpose:
The Assistant Manager of customer care reports to the Senior Manager of Customer Care. The Assistant Manager of customer care provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational Customer Care activities including supervision of senior supervisors, supervisors, senior officers and officers to promote accuracy and optimal customer service to deliver high standards of service to customers by making the most effective and efficient use of customer care staff and technology resources. This position ensures customer care best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.

Duties and Responsibilities:

- Ensuring staff members are achieving desired service levels and taking corrective action, as needed. And service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
- Review reports and historical trend analyses of key customer care data; service level targets, abandon rates, average handle times, occupancy, adherence and attendance.
- Establishes and monitors supervisory team member's performance against established goals and takes appropriate action when necessary.
- Ensures a safe and fun work environment.
- Identify talent development opportunities and create customized learning paths to address individual development requirements
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Real Time management of queues including agent adherence
- Enforce rules, regulations, and procedures in accordance with applicable protocols and policies
- Monitors inbound/outbound call activities and manages escalations.
- Oversee the day-to-day activities of Telephone supervisors and indirectly, Team Leads
- Manage the production floor when on duty, including overseeing all Floor Operations activity
- Analyzes workflow demands and establishes staffing levels to ensure service level agreements are exceeded. Analyze call center staffing, metrics, and performance to ensure proper staffing and scheduling are commensurate with service-level goals daily, weekly, and monthly.
- Staff Resource Planning in partnership with HR/Workforce
- Earn the confidence of others through open communication and respectful behavior
- Consistently and proactively identifies any repetitive operational or technology concerns and works towards resolution
- Develop and maintain post-call surveys; regularly analyze post-call survey results and prepare recommendations based on members feedback
- Works with the customer care unit head to establish & execute on operating procedures which achieve strategic objectives of the organization.
- Manages the employment process for Customer care unit
- Coaching, and leading the customer care supervisors as they provide support for customers and their agents
- Hire, train, prepare, and motivate their staff members to provide excellent service to members. S/he will set objectives, analyze call center metrics, ensure that the staff meet goals, and provide reliable, efficient support for clients and members.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by officers /Supervisors
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- University degree in any discipline from a reputable university.
- 5-10 years’ Experience managing a complex call center in a service-oriented environment required, insurance or healthcare-related field preferred
- Strong knowledge of contact center operations and industry trends
- Excellent verbal and written communication skills
- Ability to work effectively in a team environment
- Knowledge of performance evaluation and customer service metrics
- Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
- Good organizational, time management, and detail skills
- Ability to make decisions and solve problems
- Demonstrated experience in leadership, facilitation and development of supervisors, team leads and associates
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Polite, professional phone voice.
- Must have strong analytical skills for assessing Call Center workflow.
- Ability to adapt to changing priorities and conditions.
- Ability to identify the developmental needs of others and coach, mentor



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