Manage the Service operation and Supply Chain Growth

Responsible for end to end CS Operations and Support. Stakeholder Management (Local and FD)

Assistant Manager in Service Operation

1. Design and develops project plans to implement new policies, programs and initiatives, and operating processes of strategic significance to the unit.2. Organize and coordinate implementation of project plans to ensure compliance with overall strategic plans, goals and unit objectives, as well as maintenance of optimal operating efficiency within the unit.3. Establish and implement short and long term goals and objectives to ensure that projects are successfully completed in a timely and cost-effective manner4. Research and analyze best methods and practices relative to achievement of specified unit goals and operating objectives5. Design and develop alternative systems and procedures, as appropriate to the objectives of the unit.6. Develop, prepare, and present program reports; maintains comprehensive program records and statistical information.7. Consult, interact, or collaborate with internal/external staff, and/or consultants to facilitate the successful implementation of new or revised policies, programs, and procedures, and to ensure the implementation and administration of program objectives.8. Perform miscellaneous job-related duties as assigned.As appropriate to the position, oversees one or more core operational and programmatic activities for the operating unit, as individually specified by unit leadership.

Create an inspiring team environment with an open communication cultureSet clear team goalsDelegate tasks and set deadlinesOversee day-to-day operationMonitor team performance and report on metricsMotivate team membersDiscover training needs and provide coachingListen to team members’ feedback and resolve any issues or conflictsRecognize high performance and reward accomplishmentsEncourage creativity and risk-takingSuggest and organize team building activities

Analyze Project NeedsManage Project Schedules and BudgetsDetermine Project PriorityReceive Regular UpdatesCreate PresentationsMonitor Project PerformanceAssign Duties to Staff

Map out annual training plans Design and develop training programs (outsourced and/or in-house)Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)Market available training to employees and provide necessary information about sessionsConduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressedUse known education principles and stay up-to-date on new training methods and techniquesDesign, prepare and order educational aids and materialsAssess instructional effectiveness and determine the impact of training on employee skills and KPIsGather feedback from trainers and trainees after each educational sessionPartner with internal stakeholders and liaise with experts regarding instructional designMaintain updated curriculum database and training recordsHost train-the-trainer sessions for internal subject matter expertsManage and maintain in-house training facilities and equipmentResearch and recommend new training methods

Develop new business programs or make enhancements to meet changing customer demands.Maintain broad knowledge about company business procedures.Generate routine or ad-hoc business reports for management.Review and revise existing business strategies to achieve company objectivesDevelop process improvements to enhance business efficiency and effectiveness

Determine call center operational strategiesDevelop call center systems by developing customer interaction and voice response systemsMaintain and improves call center operations by monitoring system performanceAccomplish call center human resource Meet call center financial objectivesPrepare call center performance reportsMaintain professional and technical knowledge

Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to site management team.Uses quality monitoring data management system to compile and track performance at team and individual level.Monitors email customer contacts.Participates in customer and client listening programs to identify customer needs and expectations.Provides actionable data to various internal support groups as needed.Coordinates and facilitates call calibration sessions for call center staff.Provides feedback to call center team leaders and managers.Prepares and analyzes internal and external quality reports for management staff review.

Telemarketing, Customer Support and Services