Customer Service Team Manager

Confidential Company  Amman - Jordan  Date Posted: 2021/07/26   Login to Apply

Key responsibilities


People Management:

  • Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team.
  • Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects.
  • Identifying and eliminating barriers to accuracy, productivity, and quality.
  • Carrying out supervisory responsibilities in accordance with the policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
  • Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Team Managers.
  • Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site and may require interface with other sites in network.
  • Communicating policies to associates and become the primary information source for staff; following- up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Expected to be 2nd in line to the Group managers and at times might be required to perform delegated duties of group managers.
  • Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

 

 

Knowledge and Skills Required

 

  • Demonstrated ability to build, develop and handle a group of people.
  • Ability to support Business and provide solutions to customer pain points.
  • Ability to handle complex and ambiguous scenarios.
  • Ability to organize, prioritize and schedule work assignments.
  • Ability to make administrative and procedural decisions.
  • Demonstrated ability to handle reporting and analysis.
  • Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations.
  • Ability to effectively and efficiently complete difficult goals or assignments.
  • Can adapt well to changing circumstances and strategy.
  • Strong interpersonal and communication skills.
  • Confident in using Microsoft Package (especially Excel).
  • Fluent English skills are required for this role.
  • Experience in Contact Center Operations (Customer Service, Sales, or Collections).
  • Strong in data manipulation and analysis.
  • 3 plus years’ experience with Customer service.
  • Preferred Project Management and knowledge of Six Sigma/Lean Processes.

 

 

Position Qualifications

 

  • Post Graduate is a plus.
  • 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.
  • Advanced computer skills using a variety of programs highly desired.
  • 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
  • Applicant needs to be in People Management role.
Required Skills
  • Customer Satisfaction
  • Team Leadership
  • Time Management
Job Details
  • Location Amman - Jordan
  • Industry Other
  • Job Type Full-Time
  • Degree Bachelor
  • Experience 5 - 7
  • Nationality Unspecified
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