Assistant Manager CS - Portuguese Speaking

Sybrid (Pvt) Ltd - A Lakson Group Company; Islamabad Capital Territory; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

A customer support firm in Islamabad is seeking an Assistant Manager to lead operations at the support center. The ideal candidate will have at least two years of experience in customer services, fluency in Portuguese, and experience working in Angola. Responsibilities include managing daily operations, setting performance targets, and coaching staff. This role is vital for ensuring high-quality customer interactions.

Qualifications

• At least two years of work experience in customer services, preferably in a contact center.
• Must be fluent in Portuguese, both spoken and written.
• Experience working in Angola is required.

Responsibilities

• Manage daily operations of the support center.
• Set and meet performance targets for speed and quality.
• Coach and motivate support center staff.

Skills

Customer service experience

Fluency in Portuguese

Leadership

Performance analysis

Job description

Overview

The Assistant Manager will form a team that is looking for continuous improvement and driven to deliver the best experience for our users. The person will thereafter lead and manage the daily operations of the center, including meeting and setting customer service targets as well as planning areas of improvement or development. The customer support manager will report to the Head of Site and to our Global Customer Support Manager.

Responsibilities

• Responsible for the performance of the support center
  • Managing the daily operations of the support center
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Forecasting, analyzing and reporting KPI figures on a weekly and monthly basis
  • Help achieve daily quantitative targets and the service levels
• Responsible for managing the team
  • Organizing staffing; including shift patterns and the number of staff required to meet demand
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Preparing roster for support center team
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Maintain the log for agent leaves, vacation and planning of manpower for emergency situations
• Responsible for the quality of the support center
  • Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
  • Mystery call reporting and analysis
  • Recording statistics, user rates and the performance levels of the center and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Follow up on all the activities sent by him/her-self and share team workload
  • Provide action plan to agents on basis of call findings
  • Maintaining up-to-date knowledge of industry developments

Job Specification

• Should be an Angolan or Portuguese National.
• Should be fluent in speaking, reading and writing Portuguese language.
• Should have at least two years of work experience in customer services (contact center experience preferred).
• Should have work experience of Angola.