Business Support Manager
Current- Overseeing the operation of all systems, ensuring their smooth and efficient functioning.- Planning and preparing projects, compiling databases, generating reports, and analyzing statistics to facilitate data-driven decision-making.- Administering permissions and managing senior team members and costumer service agents to ensure optimal utilization of resources.- Undertaking all administrative functions related to the systems that are in use, including maintaining system logs, handling backups, and managing user accounts.- Assisting with the daily operations management, supporting costumer service agents, and facilitating performance development by providing guidance, training, and support.- Resolving easy to complex cases, tasks, calls, and technical complaints, ensuring customer satisfaction, and maintaining a high level of service quality.- Following instructions and using standard operating procedures provided by management to ensure adherence to company policies and procedures.- Promoting adherence to required quality and efficiency indicators to help ensure profitable operations.- Selecting, testing, or developing and setting up new tools and applications to improve operational efficiency and reduce costs.- Escalating higher-level problems to IT teams or cases that cannot be resolved immediately, ensuring timely resolution of issues.- Participating in client-originated meetings and training, demonstrating a high level of professionalism and customer service.
