Deputy Manager - BPO (Onsite: Cebu)

TASQ Staffing Solutions; Cebu City; Vor Ort; PHP 500.000 - 900.000; Vollzeit

Zusammenfassung

TASQ Staffing Solutions is seeking a Deputy Manager for its BPO operations based onsite in Cebu. The role requires overseeing customer care activities, managing a team, and coordinating service processes to meet client expectations.

Ideal candidates will have 4–6 years of relevant experience, strong MS-Office and reporting skills, and effective people management capabilities to drive performance and service quality.

Qualifikationen

• Graduate with any course and relevant education.
• 4–6 years of relevant experience required.
• Strong working knowledge of MS-Office, operating systems, Internet services and online tools.
• Good interpersonal and people management skills with effective problem solving.

Aufgaben

• Maintain client-defined matrices and dashboards.
• Independently assist customers to identify problems and provide resolutions, coordinate escalations and assess needs.
• Motivate and develop team, implement reporting mechanisms.
• Coordinate with other company areas affecting technical support.
• Manage relationship with internal and external stakeholders.
• Analyze reports and dashboards, initiate actions and train as needed.
• Oversee attendance and attendance incentives, lead shift projects and handle administrative tasks for the group.

Kenntnisse

MS-Office

Operating Systems

Online tools

Interpersonal skills

People management

Problem solving

MIS reporting

Data analysis

Customer service

Ausbildung

Any undergraduate degree

Jobbeschreibung

About the job Deputy Manager - BPO (Onsite: Cebu)

Schedule: Shifting Schedule

Requirements & Skills:

• Graduate of Any Course
• With 4-6 years relevant experience
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Good interpersonal and people management skills with good problem solving approach
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal and external customers

Responsibilities:

• Responsible for maintaining various matrices defined by the client
• Independently handle, assist the customer to determine problems and provide resolutions
  on any customer care issues & service problems, coordinate escalations, assess
  customers needs
• Motivating team through effective management, career development & implementation
  of reporting mechanisms
• Liaison with other areas of the company affecting technical support. One on One
• Relationship Management
• Analysis of reports including process dashboards, team performance reports, initiating
  appropriate actions plans & initiate trainings
• Manage attendance & attendance incentive for the team. Managing periodic shift level
  projects / initiatives & responsible for the administrative aspects of the group / shift