Assistant Manager

3 weeks ago

Rawalpindi Cantonment, Pakistan Touchstone Communications PK Full time
Digital Marketer | HR Professional | Social Media Marketing | BBA (Marketing)

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

Shift: Night

Responsibilities:
  1. Oversee customer support campaigns, ensuring smooth execution and high service quality.
  2. Monitor KPIs, SLAs, and team performance metrics to maintain efficiency.
  3. Implement strategies to enhance customer experience and service delivery.
  4. Manage multiple client accounts, ensuring high-quality service, security, and efficiency.
  5. Ensure proper staffing, scheduling, and workload distribution for optimal team productivity.
  6. Identify areas for improvement and implement process enhancements.
  7. Supervise, coach, and mentor customer support agents and team leads/supervisors.
  8. Conduct regular training sessions to enhance customer service skills and product knowledge.
  9. Foster a positive work environment to boost team morale and engagement.
  10. Track and analyze campaign performance, customer feedback, and agent productivity.
  11. Prepare weekly and monthly reports on customer support metrics and operational improvements.
  12. Provide insights and recommendations to senior management for continuous growth.
  13. Work with HR to identify staffing needs and support the hiring process for the PCI site.
  14. Support ongoing employee training and development programs.
  15. Ensure compliance with company policies, customer service protocols, and quality standards.
  16. Work closely with the quality assurance team to monitor and improve service levels.
  17. 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:

Mid-Senior level

Employment type:

Full-time

Industries:

Outsourcing and Offshoring Consulting

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