Urgent | CS - Center of Excellence Assistant Manager | BGC Taguig

JOB DESCRIPTION

Pre- Transition support (as needed)

• Support CS teams with expertized responses to RFPs (as needed)

• Banding Sign offs (as needed)

• SOW Review & Delivery clauses Sign offs (as needed)

• Scope Sign offs (as needed)

• SLA Sign offs (as needed)

Transition support

• Due Diligence (Partially, onus of DD is on CS team)

• Process Definition

• Process Recommendations

• KA & KT planning and delivery

• CS training

• Ramp up planning & support

• Go live support

Steady State support

• WFM & Scheduling support. Liaison with BEC team to close loop the requirement and schedules.

• Governance Framework

• Coaching Framework

• Training Framework

• Reporting Structure

• Stacks (Agent performance) Framework

• Client Escalation Support

• Any other operations support as required

Hiring

• Requirement gathering & create JD according to the role requirements

• Support in hiring from a Domain perspective to ensure we have right candidates

Trainings

• Requirement gathering and training plan from a CS perspective (CS 100, CS 200 and any Customized training plan) for engagements. Liaison with CDG team to align trainer and completion.

• Customer Service Basics/ Technical training for engagements Facilitate

Other requirements:

• Relevant years of experience: 5 years minimum BPO experience in customer service

• Leadership experience: 4 years minimum handling a team for customer service accounts

• Educational attainment: college grad any course

• Amenable to work in shifting schedules.

• Amenable to work ONSITE BGC Taguig

• Able to start ASAP.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities