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Customer Support Service Manager





Customer Support Service Manager


Date Posted: 2011-10-04

Call Center Company: Corel Philippines

Description:
Corel Philippines is looking for individuals who are qualified for the position of Customer Support Service Manager. Successfuly applicants for Customer Support Service Manager will have a great career in Corel Philippines.

Responsibilities:

Manage the night shift team

Manage performance of all night shift agents and their team leaders ensuring proper and timely attendance of all staff, compliance to the established performance standards and resolution of any personal or job-related issues
Manage agent performance to ensure that we meet the identified Service Levels.
Put measures in place for all agents to follow established processes such as Issue Resolution and KnowledgeBase article creation or case escalation.
Ensure that all agents have the required training and continuously updated information to their job effectively

Scheduling Optimize the daily schedules to maximize number of agents available to take calls especially during peak times.
Make necessary adjustments to agents' schedule when understaffed for the day as the situation requires.

Customer Experience

Identify Customer Experience issues and recommend improvements to processes or tools to the Global TS Manager
Manage customers issues or review escalations to ensure that all avenues of first time support resolution has been done prior to assigning the issue to the right expert or escalating it to Level2 agent.

People Management and Coaching Meet with the Customer Experience team regularly to identify coaching or training requirements for the agents
Ensure each employee has clearly established objectives and receives regular feedback about their performance
Manage any performance non-compliance by working closely with more senior CSS management and HR to take remedial or disciplinary actions as required
Meet with team members to review the individual NetPromoter as well as Service Level or Contact Monitoring information in order to affirm the things that are being done well and coach agents towards improvements if so required.
Monitor the Service Level metrics daily and take immediate actions if metric targets are not met.
Reward top performance via spiffs, spot awards and providing learning opportunities for greater responsibilities.
Create career progression for team members thru coaching and developing learning opportunities for top performers to become team leaders.

Requirements:
University or College degree in IT, Computer Engineering, Math, Business Admin or equivalent
Previous experience managing a team of call center agents
Excellent organizational skills
Strong background in people management and performance management
Good attention to detail
Excellent interpersonal skills
Ability to communicate effectively and work in a multi-site environment
Flexibility to learn new platforms and evolve business processes

Call Center Directory advises to all job seekers to apply as walk-in applicant for Customer Support Service Manager job opening of Corel Philippines. You can apply at the following Corel Philippines location(s):

Corel Philippines Makati
Corel Corporation Makati
3538 Hilario St., Palanan
Makati City, Philippines




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