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Assistant Manager —Seller Support 130 views8 applications

Assistant Manager —Seller Support

Your key responsibility would be running the daily operations of our multi-channel seller contact center with the aim of improving customer experience while maximizing efficiency. We are looking for an organized, reliable and results-driven professional with a background in managing a multi-channel contact center. you must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. You must also have excellent customer service and communication skills.

Job Role

  • Develop objectives for contact renter’s day-to-day activities.
  • Monitor and achieve KRI’s and provide in-depth root cause analysis to changes, drivers and trends
  • Manage and providing coaching, mentoring, and feedback to the team.
  • Support effective resource planning to maximize the productivity of resources
  • Formulate targets for individuals and teams and evaluate performance
  • Coordinate with HR to Recruit and on-board new employees based on requirement.
  • Coordinating ‘MD activities for the team to maintain high service standards.

Candidate Requirements:

  • A Degree M Business or a related discipline or equivalent experience In contact center management
  • 3 years’ experience in customer service or a related industry Knowledge of performance evaluation, and customer service metrics and reporting
  • Proficient in MS Excel and call center equipment/software programs.
  • Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability
  • Fluency in English & Sinhalese is required, Tamil preferred.
  • Experience in Lean, Six Sigma, or other process improvement methodologies is a plus.

 

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Company Information
  • Total Jobs 7 Jobs
  • Category Retail
  • Location Colombo 3
  • Full Address 9 School Lane, 3rd Floor, Colombo 00300
  • Industry Ecommerce
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