Abacus Consulting is looking for energetic and self motivated Assistant Manager, who can work in s with company's values and deliver exceptional customer services. Job description is appended below and may not limit to;
• Proactively manage efficient team delivery and output within agreed service levels and business targets.
• Effectively manage business processes within the team to ensure customer excellence and accurate flow of information to internal sources.
• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.
• Conduct return to work interviews after absenteeism.
• Conduct call monitoring either by listening into recorded calls or live calls and subsequently undertakes coaching sessions with team members.
• Capable of manage team leads.
• Capable to manage conversation with clients. Responsible for all the communication.
• Regularly appraise and review staff in line with company methodology i.e. ABU.
• Ensure training and development plans are maintained for all team members.
• Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.
• Provide motivation and management of the team members in order to maintain required levels of retention, attendance and operational excellence.
• Provide clear and constructive feedback to both good and bad performers.
• Take direct control of team retention levels. Use company methodology and own initiatives to ensure retention targets are achieved.