I am highly quality conscious and have the ability to understand the requirements of client and superiors and convert it into simpler tasks for my subordinates. I get things done efficient
Working as an Assistant Manager reporting directly to the Senior Manager, I have played a key role in consistently sustaining the department’s success and productivity levels through the execution of the following tasks:
Responsible for managing team of 22 - 25 associates of Band 3, 4, 5 Associates for the team management with respect to all performance / employment issues.
To provide strong leadership support, generating high performance in self and team members through continual monitoring against performance expectations. To maintain strong relationships with Clients, in delivering optimal product support, whilst ensuring excellence in customer service.
Work as a Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to O.M. / S.M.
To provide team information and administration to relevant support teams to ensure contact volumes are adequately planned, that records are kept up to date and that occupancy is maximized is adhered to in order to meet service levels requirements.
Manage day-to-day service delivery, workload management, knowledge resources and on-going training, coaching and development.
Compliance and quality assurance with a focus on Customer Service and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives. Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution.
To identify and manage potential areas for concern and underachievement, adopting an objective and discrete approach in order to reach an effective solution whilst maintaining discipline and morale.
To effectively communicate business strategy and to ensure that team members are fully briefed on updates/products/services within agreed time scales. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end delivery
Work Terms
Anytime and can be communicated via email : mannyc936@gmail.com