Customer Support Manager (Central)

Job Responsibilities
Day-To-Day Scope:
Lead and manage a team of up to 10 agents, including in-house and outsourced employees
Manage workflow, escalations and effectively delegate workload across the team
Maintain and improve day to day operations
Identify and resolve problems raised by agents
Track employees' performance, and attendance
Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
Solve complex customer service issues and proactively prevent negative service trends
Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters
Quality assessment/review:
Design quality assessment scorecards & processes
Implement quality assessment on all agents on a weekly/monthly basis.
Monitor and improve customer inquiry resolution quality
Create development plans for agents with low-quality scores
Identify and eliminate root cause barriers to accuracy, productivity, and quality
Customer satisfaction management:
Ensure core satisfaction metrics are measured and analyzed on a regular basis
Collect customer insights from various channels and provide feedback to responsible departments
Risk management:
Detect, measure, and analyze operational risks
Create risk reports and provide insights for other business stakeholders and CEO
Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
Long term: design reports and work with engineering to build risk monitoring dashboard as needed
Team management:
Evaluate performance of the team on a regular basis
Develop, coach, and support individuals at all stages of their career
Interview, onboard and train new employees
Plan, assign and direct work;
Reward and discipline employees;
Provide effective conflict resolution
Design and carry out employee training programs based on market trends, and business needs.
Ensure team culture is in line with the vision, mission and core values of the company.
Experience requirements
Qualifications:
Bachelor's Degree or higher.
6-8 years of experience in customer service with a minimum 3 years in managerial role, preferably in the ecommerce space, working with English speaking customers.
Experience setting up and working with customer service softwares
Experience working with data tools or softwares for risk/operational metrics monitoring is a huge plus
An excel expert
Knowledge of industry's best practices.
Solid understanding of customer behaviors.
Ability to work under pressure involves dealing with constraints might be outside of your control
Excellent English communication with a focus on reading, writing and perfect grammar skills
Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
Education requirements
Should you need any further information, please kindly contact Ms. Minh Anh (Joy) at (+84) 855790401 or send your resume to **********@[protected info] to have further discussion.
Contact Person
Anh Vo
Adecco