First Line Support Manager
CurrentKey Performance AreasManagement: Responsible for managing the organization’s Telesales and Customer Support Teams. The role also entails managing the performance of the company’s outsourced service providers to ensure that all required SLA agreements are adhered to. Reporting directly to the Operations Manager, this position's primary responsibility is ensuring organizational effectiveness and efficiency by providing strong analytical leadership with a customer centric approach to the… Show more Key Performance AreasManagement: Responsible for managing the organization’s Telesales and Customer Support Teams. The role also entails managing the performance of the company’s outsourced service providers to ensure that all required SLA agreements are adhered to. Reporting directly to the Operations Manager, this position's primary responsibility is ensuring organizational effectiveness and efficiency by providing strong analytical leadership with a customer centric approach to the organization’s key functions. Working with the management team, the position will also contribute to the development and implementation of organizational strategies, policies, systems and practices. Responsibilities by Function: Oversee stock management, planning, systems and controls • Compile short and long-term financial and managerial reporting Managing day to day processing of accounts receivable and payableDaily merchant settlement control and management Reconciling weekly transactional activity and generating quarterly reportsMaintaining archival and administrative files Increase the effectiveness and efficiency of Support Services through improvements to each function (Support, FICA Admin, Logistics, & Reporting) as well as co-ordination and communication between functions. Drive initiatives in the team that contribute to long-term operational excellence.Improve the operational processes and policies in support of the organizations mission.Ensure that the support, FICA admin & logistics team is achieving the highest level of customer service excellence Show less
