Deputy Manager

Job Band Level: B3

Cebu City

• Responsible for managing team of TLs
• Responsible for maintaining various matrices defined by the client
• Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
• Motivating team through effective management, career development & implementation of reporting mechanisms
• Liaison with other areas of the company affecting technical support. One on One Relationship Management
• Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings
• Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
• Mentor and assist new hires
• Should have patience and not be overawed by difficult situations
• Handle customer complaints and provide resolution for escalated calls
• Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
• Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Ensure that all company information which includes customer information are kept confidential and secured

• Graduate of Any Course
• With 4-6 years relevant work experience
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good interpersonal and people management skills with good problem solving approach
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal and external customers
• Ability to exercise managerial judgment and perform as a mentor
• Demonstrated customer service skills
• Leadership skills