Title:  Manager, Customer Care & Engagement

Job Summary

Manage and monitor the planning, performance and operations of Customer Care Center to improve customer experience and meeting KPI targets

General Responsibilities

• Manage operating departmental budgets and costs according to annual allocation to ensure efficient allocation of resources, where applicable
• Develop and constantly review work processes and standard operating procedures to meet the company and clients’ requirements
• Develop manpower scheduling to ensure the team is properly staffed to meet daily variable inbound/outbound call volume demands
• Monitor and evaluate inbound/outbound calls and provide coaching to improve service quality, performance and productivity
• Manage customers' issues and complaints, and ensure proper follow-up and timely resolution
• Recommend appropriate solutions/measures to improve customer experience and meeting KPI targets
• Ensure statistical information is produced, collated and analyzed to assist in evaluating the efficiency of the team and service improvement
• Conduct training for agents to ensure agents are fully trained on processes, products and system
• Collaborate with relevant departments on issues related to follow-up and action
• Establish and maintain good working relationships with clients/customers

Functional Skills and Knowledge

• Demonstrate knowledge in customer service principles and practices
• Proven CRM and SAP knowledge
• Proven experience in call center system knowledge and environments
• Proven ability in multi-tasking and prioritizing workload
• Demonstrate high attention to detail, follow-through and accuracy 
• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
• Demonstrate fluency in English, both written and spoken
• Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions
• Demonstrate ability to handle highly sensitive and confidential information with integrity

Education

Degree in any field