Assistant Customer Service Manager (Hotlines)

JOB SUMMARY

Responsible in team’s proper and timely handling of client’s concerns

DUTIES AND RESPONSIBILITIES

1. Handle escalated calls and be available when a Customer Service Assistant appears to need assistance

2. Monitor queue and track inbound calls; keep agents aware of call waiting, service level rate, etc.

3. Understand all organization’s products, procedures, policies and guidelines. Communicate the same to all team members and ensure team’s compliance.

4. Review the CSA’s performance with the CSA using a formal monitoring checklist (CSA to be provided a copy)

5. Endorse completed tickets to the Concerned Departments/Units

6. Coordinate with appropriate resource for resolution of urgent concerns & escalate critical issues to Management

7. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers/Staff

8. Motivate and encourage CSAs and Supervisors through positive communication and feedback

9. Develop awards and themes that increase CSAs & Supervisors’ loyalty and focus

10. Submit regular reports and seek new ideas and strategies to improve performance of the contact center

JOB QUALIFICATIONS AND SKILLS REQUIRED

1. Leadership - Takes control of situations and events; recognizes and reward others' performance; motivates. coaches; and develops others

2. Business Knowledge - Has an extensive knowledge of his/her own field or department; understands the

business and uses this to provide services and credible advice.

3. Communication - Effectively converses, listens, comprehends, and provide accurate information and

feedback using oral and written communication skills

4. Problem Solving/Decision Making - Exhibits good analytical skills and explores alternative solutions to reach

sound judgement. Confidently demonstrates readiness to make decisions.

5. Customer Focus - Values the importance of delivering high quality service to internal and external customer

in a responsive manner, takes initiative; and acting upon delegated tasks proactively

6. Credibility/Integrity - Demonstrates honesty, trustworthiness and commitment in all forms of transactions.

7. Emotional Fortitude - Cooperates and collaborates with colleagues; works in partnership with others.