Assistant Manager Customer Contact

Leadership and operational management

• Take an active role in enhancing the CCD team’s performance and improving team productivity.

• Review work process, identify streamlining opportunities and eliminate repetition.

• Engage the team in the BPR (Business Process Re-engineering) process which involves reviewing work procedures, promote automation, adopt lean procedures so as to develop practical and cost effective procedures.

• Foster effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications,coaching and development of employees while sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.

• Conduct formal performance appraisals of Customer Care Team Lead(s), including annual goal setting/performance development plan, mid-year and year- end performance review.

• Take ownership of the individual development of Customer Contact Team Lead(s) and guiding best practices on how they coach their teams for success.

• Consolidate and analyse customer feedback. Work closely with other departments for possible enhancement of our products, work processes, services and website usability etc., so as to improve sales and overall customer experience.

• Follow up on KPI variances. Conduct root cause analysis, identify gaps and implement fixes to address outliers.

• Handle customer complaints when required. Handle service recovery proactively so as to regain customer loyalty.

• Lead and participate in CCD projects with the aim to reach optimal cost effectiveness

in overall CCD operations and leverage our global resources to deliver results and enforce CCD customer proposition.

• Promote automation and lean process. Maximize the use of the Work Force Management to project demand, plan resources and ensure optimal utilization of

resources.