Assistant Manager - Customer Service
6d ago
source : Shine
  • Participate in the transition tollgate calls to ensure readiness from Knowledge Transfer standpoint
  • Ensure Training Plans / Learning Paths are adhered for all new hires
  • Support SOP creations / Update & Exception trackers for all new and stable processes
  • Create daily / weekly dashboards on training progress during Knowledge Transfer and share it with internal & external stakeholders
  • Create action plan for people missing the SLAs during Pilot stage i.e. post process training completion
  • Drive monthly / quarterly process knowledge assessments for teams in Operations
  • Refreshers for operations teams basis TNI
  • Conduct Train the trainer for SMEs / Process trainers for new processes, system enhancements, new applications
  • To drive Developmental and Domain Trainings for stable processes
  • Evaluate the training effectiveness of the training programs conducted
  • Monitor employees performance to ensure greater efficiency and meeting of KRA
  • Building and developing knowledge and expertise on the process to ensure compliance with
  • relevant regulations
  • Minimum qualifications

  • Graduate (any stream)
  • Relevant experience in a BPO / KPO
  • Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
  • Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
  • Good communication, facilitation, and interpersonal skills.
  • Strong analytical ability to understand key business levers and allocate resources to meet and exceed SLAs
  • Ensure AML Regulations and our Client policies and procedures are fully implemented
  • Support Operational Team in updating KYC profiles in accordance with the Group Policy
  • Preferred Qualifications

  • Interpersonal skills and ability to build and maintain relationships
  • Excellent Communication Skills
  • Positive can do attitude
  • Pro-active and business orientated with proven ability to prioritize and manage conflicting demands and ability to assess stakeholder needs to improve customer experience and showing resilience under pressure and providing best in class solutions.
  • Good understanding of quality assurance role and ability to coach team members and improve quality.
  • Proven ability to establish and develop effective teams, manage their performance.
  • Proven ability to identify training needs and support development of programs.
  • Apply
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