Key Responsibilities:

• Assist in managing the contact center team, ensuring they meet performance targets and deliver excellent service.
• Supervise and motivate customer care agents to handle customer complaints, queries, and escalations promptly and professionally.
• Monitor team performance, analyze data, and prepare reports for management.
• Develop and implement standard operating procedures (SOPs) for efficient handling of customer inquiries and complaints.
• Handle escalated customer issues, providing timely resolutions in line with company policies.
• Assist in workforce planning, scheduling, and ensuring adequate team coverage during peak times.
• Collaborate with other departments (operations, social media, back office) to streamline processes and improve customer experiences.
• Ensure compliance with company policies, customer service standards, and regulatory requirements.
• Provide training, coaching, and ongoing feedback to team members to enhance their skills and performance.
• Monitor customer feedback and identify trends or areas of improvement to enhance customer satisfaction.
• Assist in conducting performance evaluations for team members.
• Lead special projects and initiatives aimed at improving the efficiency and effectiveness of the customer care team.

Qualifications:

• Bachelor’s degree in business administration or a related field.
• Minimum 5 years of experience in customer service, with at least 2 year in a supervisory or assistant manager role.
• Strong leadership, communication, and problem-solving skills.
• Ability to handle difficult situations and resolve conflicts effectively.
• Excellent organizational skills and the ability to manage multiple priorities.
• Proficiency in customer service software and MS Office.
• Excellent English language skills

Key Competencies:

• Leadership & Team Management
• Problem Solving & Decision Making
• Customer Orientation
• Performance Monitoring
• Process Improvement
• Conflict Resolution