Primary Role Description: - The Customer Service Assistant Manager (WFM) is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues are being handled in the required timeframe and the adequate resources supporting the Customers.
- He/She will also be responsible to provide suggestions and assist in making sound decisions based on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day to-day operations.
- He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service.
- He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company’s standards.
- He/She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through delivery of customer resolution at first place and customer
satisfaction to achieve sustained and increment goals.
- Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues affecting customers.
Key Roles & Responsibilities:
- Real-Time Monitoring: Oversee and manage real-time workforce performance and adherence. Track key metrics to ensure operational efficiency and address issues promptly.
- Operational Reporting: Develop, manage, and deliver comprehensive operational reports that provide insights into workforce performance and trends. Ensure reports are accurate and delivered on time.
- Scheduling: Create and maintain workforce schedules to ensure optimal staffing levels