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Assistant Manager-Operations at

4 months ago

Nairobi, Nairobi Area, Kenya iSON Xperiences Limited Full time

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

About Job


The Assistant Manager in collaboration with the Location leadership drive achievement of Service Level Agreement and adherence to customer service delivery procedures and processed.

In addition will also be responsible for coordination with other internal stakeholders on workforce requirement and Service Level compliance through regular quality checks and reviews, and interact with the client on regular basis to determine the level of customer service satisfaction an ascertain areas of improvement based on the client feedback.

Summary
We are seeking a highly motivated and experienced Assistant Manager - Customer Service Operations to join our team.

The Assistant Manager will collaborate with location leadership to drive the achievement of Service Level Agreements (SLAs) and ensure adherence to customer service delivery procedures and processes.

This role will also be responsible for coordinating with internal stakeholders on workforce requirements and service level compliance through regular quality checks and reviews.

Additionally, the Assistant Manager will interact with clients regularly to assess customer service satisfaction levels and identify areas for improvement based on client feedback.


Responsibilities:

Work closely with location leadership to drive the achievement of Service Level Agreements (SLAs) and ensure adherence to customer service delivery procedures and processes.

Coordinate with internal stakeholders on workforce requirements and service level compliance through regular quality checks and reviews.

Interact with clients on a regular basis to assess customer service satisfaction levels and identify areas for improvement based on client feedback.

Supervise and provide guidance to customer service teams, ensuring excellent service delivery and adherence to company policies and procedures.

Conduct regular performance evaluations and provide feedback to team members to enhance their skills and performance.
Collaborate with cross-functional teams to identify process improvements and implement best practices.
Prepare and deliver presentations to clients and internal stakeholders to communicate performance metrics and improvement plans.
Maintain up-to-date knowledge of industry trends and best practices in customer service management.

Requirements

Education :
Minimum of a Bachelor degree from a registered tertiary institute

More Details on Experience :

At least three (3) years' experience gained in a supervisory role in a call centre or Business Process Outsourcing Company.

More Details on Skills

Excellent Client Management skills with a proven track record of building and maintaining client relationships.
Strong presentation and influencing skills.
Exceptional work ethics and passion for delivering outstanding customer care experiences.
Excellent communication skills (verbal and written), with the ability to communicate effectively with internal and external stakeholders.