Assistant Manager

4 days ago

Rawalpindi Cantonment, Pakistan Touchstone Communications PK Full time

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HR Executive at Touchstone Communications| Recruitment & Talent Acquisition | HR Operations & Compliance | Employee Engagement & Relations

Touchstone Communication is hiring proactive and experienced Assistant Manager PCI Site to oversee and optimize customer service operations across multiple campaigns. Ideal candidate should have strong leadership skills, excellent communication abilities, experience in managing customer support teams and ability to manage daily operations efficiently. This role involves ensuring high quality service delivery, driving process improvements and maintaining customer satisfaction. Additionally, they will play key role in assisting with hiring and onboarding new talent for PCI site in collaboration with Human Resource department.

Nature of Job: On-site

Shift: Night

Responsibilities:


• Oversee customer support campaigns, ensuring smooth execution and high service quality


• Monitor KPIs, SLAs, and team performance metrics to maintain efficiency.


• Implement strategies to enhance customer experience and service delivery.


• Manage multiple client accounts, ensuring high-quality service, security, and efficiency.


• Ensure proper staffing, scheduling, and workload distribution for optimal team productivity.


• Identify areas for improvement and implement process enhancements.


• Supervise, coach, and mentor customer support agents and team lead/supervisors.


• Conduct regular training sessions to enhance customer service skills and product knowledge.


• Foster a positive work environment to boost team morale and engagement.


• Track and analyze campaign performance, customer feedback, and agent productivity.


• Prepare weekly and monthly reports on customer support metrics and operational improvements.


• Provide insights and recommendations to senior management for continuous growth.


• Work with HR to identify staffing needs and support the hiring process for the PCI site.


• Support ongoing employee training and development programs.


• Ensure compliance with company policies, customer service protocols, and quality standards.


• Work closely with the quality assurance team to monitor and improve service levels.


• Implement customer feedback strategies to enhance service delivery.

Requirements:


• Strong knowledge of customer service best practices, call center management, and CRM tools.


• Excellent communication, problem-solving, and conflict-resolution skills.


• Ability to handle multiple campaigns, meet deadlines and drive results.


• Proficiency in Microsoft Office, customer support software and reporting tools.


  • • Tech-savvy with experience in automation tools and customer engagement platforms.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
  • IndustriesOutsourcing and Offshoring Consulting

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