Total 2 Manager qa specialist job vacancies in Customer Service category in The Philippines

Description:

• To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
• Promote and encourage cooperation and team work within the Areas, Regions and between departments in order to bench mark and adopt best practices.

Responsibilities:

• Develop, monitor and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive / provide recommendations for improvement measures.
• Support the improvement of customer defined benchmarks in the Areas.
• Support the regional Customer Service management with the implementation of process improvements/changes.
• Ensure timely information for Areas in regard to trade specific requirements and restrictions.
• Define and develop Quality promises and Digital targets, including customers in cooperation / consultation with the Areas Support of documentation management and processes linked to documentation performance.
• Ensure Area’s receive appropriate technical performance and customer service training.
• Provide regular recognition and constructive feedback to Areas as and when required.
• Ensure Hapag-Lloyd’s day to day customer service transactions are handled in a timely, accurate, and professional manner.
• Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
• Implement standards and procedures to ensure Areas are providing timely, accurate and courteous responses to customer’s inquiries.
• Assist Area staff in solving problems by providing facilitation, support and arranging appropriate training.
• Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes. Job Description 2011.
• Visit key accounts to solve problems, facilitate improvements and provide support for Sales as and when required  •    Other duties as required from time to time as appropriate within the organization.  

Additional Responsibilities: 

• Promote ideas for work process simplification.
• Actively promote and participate in a customer focused team environment.
• Provide cover and assistance to other roles when staff are unavailable.
• Other duties as required from time to time as appropriate.

Qualification:

• Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required.
• Knowledge of HL Business Systems / Process knowledge and experience required.
• Good project management skills with emphasis on successful project completion.
• Ability to handle multiple priorities and work under pressure.
• Ability to develop solutions together with internal parties.
• Excellent analytical and trouble shooting skills.
• Strong Communications.
• Windows Office software including Word, Excel and Powerpoint.

Your new company
A logistics firm is looking for a Contact Centre Manager (BPO)

Your new role

• Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
• Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.
• Foster a workplace that helps the team thrive.
• Actively engage and support the development of your team to ensure better performance and succession planning.
• Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
• Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Contribute to the design and implementation of change requests which impact the contact centre.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer
• experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
• Identify and instill best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

What you'll need to succeed

Your previous experience in a similar role will lead to your success, as you will ideally have:

• Minimum Degree in any discipline
• At least five (5) years of experience in managing projects of similar domain (including experience in call centre management), scope and scale
• Good knowledge of contact centre industry best practices.
• Good supervisory, communication, interpersonal and project management skills.
• Possess Customer Operations and Performance Centre (“COPC”) certification or equivalent

What you'll get in return

You will be given the chance to continuously grow in the company due to the expanding business entity, whilst being a part of the team in the growing business.

What you need to do now

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call Francesca at Hays on +65 6027 2257 or email francesca.kok@hays.com.sg for a confidential discussion. Referrals are welcome.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

EA Reg Number: R1660446

EA License Number: 07C3924

Company Registration No: 200609504D