Assistant Manager

Responsibilities

As a Senior Analyst/Team Leader, you will:

1. Team Leadership and Supervision:
• Lead a team of associates to ensure timely and effective resolution of customer queries across multiple channels (phone, email, and chat).
• Monitor team performance, providing regular coaching, feedback, and support to drive excellence.
• Ensure adherence to SLA metrics, including first contact resolution, response time, and customer satisfaction.
2. Customer Query Management:
• Manage escalated customer interactions and provide advanced support for complex queries.
• Act as the point of contact for cross-functional issues, coordinating with relevant departments for resolution.
3. Case Management and Reporting (Preference ServiceNow):
• Oversee case management activities, ensuring timely updates and resolutions in line with established protocols.
• Generate and analyze reports on team performance, customer feedback, and operational efficiency.
• Present insights and recommendations to leadership for process improvements.
4. Process Improvement and Standardization:
• Identify opportunities for process optimization and implement best practices.
• Collaborate with quality assurance teams to ensure consistent delivery of high-quality service.
• Contribute to the development of knowledge base articles and training materials.
5. Training and Development:
• Facilitate onboarding and continuous training for team members, focusing on skills enhancement and process updates.
• Foster a culture of learning and professional growth within the team.

Qualifications

Minimum Requirements:

• Bachelors degree or equivalent education.
• Relevant years of experience in a customer service/contact center role, with relevent year in a supervisory or team lead position.
• Proficiency in case management tools (e.g., ServiceNow) and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Proven ability to manage high-pressure situations and resolve conflicts effectively.

Preferred Qualifications:

• Experience in a shared service environment or customer-facing role.
• Familiarity with CRM platforms and customer service tools.
• Certification in leadership or team management is an advantage.
• Track record of exceeding performance metrics and driving team success.

Key Skills and Attributes:

• Exceptional leadership and interpersonal skills.
• Analytical mindset with a focus on problem-solving and decision-making.
• High attention to detail and ability to manage multiple priorities simultaneously.
• Flexibility to work across shifts and support a global customer base.
• Passion for driving innovation and fostering a collaborative team environment.