Assistant Manager CS - Portuguese Speaking

Assistant Manager CS - Portuguese Speaking Job in Pakistan
Sybrid (Pvt) Ltd - A Lakson Group Company , Pakistan

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2 Years
60,000 - 80,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Total Vacancies
1 Job
Posted on
Feb 14, 2014
Last Date
Mar 14, 2014

Job Description

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. The Key responsilbilties are:xResponsible of 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 levelsResponsible 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 of 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 of the 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 a work experience of Angola

Sybrid (Pvt) Ltd - A Lakson Group Company

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