Job Description:
Role and Responsibilities: LEADERSHIP Promote the client's culture by
creating a positive, productive environment that conforms to the company values cting as a role model for these values Drive the business forward by motivating and inspiring others to succeed Work with the Operations Manager to implement a strategy plan for the CRR (Customer Relations Resourcer) team. Liaise with Operations Manager to devise expansion strategies and needs for CRR team. Seek and implement ways to improve CRR Team. Assist in the implementation of any change programs across the CRR Team. LEVERAGING SKILLS/MANAGING TEAMS Manage CRR team performance by:
performing weekly/monthly performance reviews of the CRR’s review talent across the division with Operations Manager (create development plans and managing out poor performers) manage hours to maximize productivity o feedback customer inputs/CRM data conduct disciplinary meetings o manage CRR team annual leave o communicate business strategy to the CRR team and ensure that they comply. Leverage skills by on the job coaching and supporting training programs. MANAGE REGIONAL OPERATIONS AND PERFORMANCE (including Quality Control) Implement high quality customer service across the region by:
dealing with customer queries and complaints ensuring the CRR is effective and feedback information to team use call logger to monitor quality of calls and listen to a % of calls Manage CRR Team operations by:
ensuring the team is compliant regularly reviewing business processes and escalate recommendations to Operations Manager driving productivity through systems and competitions ensure productivity is driven and monitored through CRM regularly run reports in JS that will provide direct access on the historical trend of Team performance Attend meetings, distribute minutes and monitor actions. INTEGRATION Work with Sales Director, Operations Manager, Divisional Managers and other AMs to ensure all business needs are being met. Minimum Qualifications:
Requirements and Skills needed:
Proven working experience as Asst Manager to Manager (with Operational Experience for 2 years minimum) Must possess fluent English speaking and writing skills Process oriented and creates a results-driven sales/recruitment culture Incredibly driven to succeed and exceed targets - "discontent of average numbers" Able to adapt to a very fast paced environment ad lead by the front Ambitious to grow the team Drives teamwork and team performance Builds and maintains client relations Very good in identifying issues and doing root cause analysis Able to handle pressure and agile in giving solutions Willing to work on Weekends if need be. Willing to do ground work if volume goes up Goes above and beyond Good in time management Well-organized Team player Attentive to details Good Communication skills and Analytical work Proficient in Basic and Advanced Excel is a must. Must have high Emotional Intelligence and able to accept constructive criticism Lead by the front Able to handle pressure calmly
