Customer Service Manager

1 week ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Description

The Assistant Manager will form a team that is driven to deliver exceptional customer experiences. The person will lead and manage the daily operations of the center, including meeting customer service targets and planning areas for improvement.

Key Responsibilities:
  1. Daily Operations Management: Managing the support center's performance, setting and meeting targets for speed, efficiency, sales, and quality, analyzing KPI figures, and helping achieve daily quantitative targets and service levels.
  2. Team Management: Organizing staffing, reviewing staff performance, identifying training needs, planning training sessions, preparing rosters, coaching, motivating, and retaining staff, and coordinating bonus schemes.
  3. Quality Assurance: Monitoring reviews and customer support emails to improve quality, tracking operative performance, mystery call reporting and analysis, recording statistics, user rates, and performance levels, and providing action plans to agents based on call findings.
Job Specification

This role requires an Angolan or Portuguese National with fluency in speaking, reading, and writing Portuguese. At least two years of work experience in customer services is required, preferably in a contact center environment, with prior experience in Angola.


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