Leading Customer Support Specialist

2 weeks ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Customer Service Leadership Opportunity

The Assistant Manager will lead a team focused on continuous improvement and delivering exceptional user experiences.

Key Responsibilities:
  • Center Performance Management: Manage daily operations, meet performance targets for speed, efficiency, sales, and quality, forecast, analyze, and report Key Performance Indicators (KPIs) weekly and monthly, achieve daily quantitative targets, and maintain service levels.
  • Team Organization and Development: Organize staffing, including shift patterns and staff numbers, review employee performance, identify training needs, plan training sessions, prepare rosters, coach, motivate, and retain staff, coordinate bonuses, rewards, and incentives, maintain leave and vacation logs, and plan for emergency situations.
  • Quality Assurance and Improvement: Monitor random reviews, customer support emails, and operative performance to improve quality, minimize errors, and track statistics. Handle complex customer complaints, follow up on activities, share team workload, provide action plans to agents, and stay updated on industry developments.
Job Requirements

Must be an Angolan or Portuguese national. Must be fluent in speaking, reading, and writing Portuguese. Minimum two years' experience in customer services (contact center experience preferred) with work experience in Angola required.



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