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Responsibilities:

• Accountable for the performance of his team of supervisors, ensuring they meet or exceed all performance targets.
• Responsible for maintaining the account’s efficiency metrics.
• Fully implement and audit TOPS.
• Analyze KPI, identifying issues and trends.
• Develops and execute action plans to address performance gaps.
• Conducts regular RCA to surface performance issues.
• Responsible for ensuring employee satisfaction through implementation of various employee engagement activities.
• Creates a positive work environment that encourages employee participation and values the contribution of all employees.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training.

Qualifications:

• 3 years experience in the ACCM/CM capacity.
• Excellent Written & Verbal Communication Skills.
• Ability to multi-task - can implement projects in a timely manner and successfully meet program objectives.
• Strong process flow management skills.
• Strong negotiation and problem solving skills.
• Attentive to detail.
• Patient in dealing with issues, is results driven, and has a positive attitude.
• Can initiate account development strategies.
• Can formulate, plan, and implement business development strategies with respect to client specific needs.
• Strong background on TOPS, People Management and Operations Management.

Send your resume to marhianE@myserviceandsupport.com
Call (046) 402-0948 Loc. 103, the website is www.myserviceandsupport.com