Title:  Senior Manager, Customer Care & Engagement

About The Role

Supervise the day-to-day planning, operation and problemsolving of a team of agents to meet with the required service level components, quality and KPI targets.

What You Will Deliver

• Support superior in managing day-to-day operating expenditures against operating budgets to ensure efficient usage of resources
• Supervise customer care agents to ensure work processes and standard operating procedures are adhered to when performing work
• Monitor the agent activity and movement to ensure manpower is fully occupied as scheduled
• Conduct audit on inbound/outbound calls/transactions and provide feedback to call center agents for improvement
• Monitor complaints logs to ensure complaints are attended and closed within stipulated key performance indicators
• Identify and evaluate key areas/processes to improve upon to increase client and customer satisfaction level
• Prepare regular/ad hoc KPI reports and identify areas for improvement
• Conduct daily team briefings outlining any urgent issues, updates on promotions/campaigns, trade announcements, etc. to ensure agents are fully educated
• Act as gatekeeper of problems raised and escalate to related departments
• Establish and maintain good working relationships with clients/customers

What You Bring

• Demonstrate knowledge in customer service principles and practices
• Proven CRM and SAP knowledge
• Proven experience in call center/customer service 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 local language and ideally 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