Call Center Senior Project Lead Assistant Manager (Taguig)

TASQ Staffing Solutions; Taguig; On-site; PHP 1,200,000 - 1,900,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

24 Leaves Annually

Job summary

TASQ Staffing Solutions is seeking a Call Center Senior Project Lead Assistant Manager to be based onsite in Taguig. The role requires driving process improvements, quality planning, and client interfacing to ensure high customer satisfaction.

Shift rotation and immediate start are expected. Candidates should have at least 6 years in customer service within BPO/BPM, preferably with Telco and billing background, and hold a Bachelor's degree.

Qualifications

• Bachelor's degree in any course.

Responsibilities

• Improve processes across the engagement and drive corrective actions.
• Plan and ensure quality control, assurance and improvement at process level.
• Support transition by documenting process definitions and coordinating team skilling.
• Interface with clients for issue resolution and status updates to ensure customer satisfaction.
• Ensure no revenue leakage or penalties by monitoring process performance.

Education

Bachelor's degree

Job description

Call Center Senior Project Lead Assistant Manager (Taguig)

Job Openings Call Center Senior Project Lead Assistant Manager (Taguig)

About the job Call Center Senior Project Lead Assistant Manager (Taguig)

About the job: Senior Project Lead Assistant Manager (Taguig) | Onsite

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Key requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Preferably with Telco and Billing background
• Bachelor's degree in any course
• A minimum of 2 years in the role of an Assistant Manager must be within process improvement and knowledge management
• Willingness to work in rotational shifts
• Amenable to working in shifting schedules.
• Amenable to working ONSITE (TAGUIG).
• Able to start ASAP

Responsibilities:

1. Process Improvement
Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/engagement is improved

2. Quality Planning
Prepares the service quality plan including the quality control, assurance and improvement at hisher process level IN ORDER TO create a comprehensive quality program for the specific process

3. Transition
Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview. Coordinates training for the team IN ORDER TO ensure right skilling

4. Client Interfacing
Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations/complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

5. Process Assurance

Ensures that there is no billable loss, no credit/penalties from the client and zero revenue leakage