Operations Supervisor - Metro Manila / NCR - Reed Elsevier Shared Services Philippines Inc

    Reed Elsevier Shared Services Philippines Inc
    Reed Elsevier Shared Services Philippines Inc Metro Manila / NCR

    2 araw ang nakalipas

    Buong oras ₱360,000 - ₱720,000 (PHP) bawat taon *
    Paglalarawan

    Accountabilities:

    • To take ownership of Customer issues and work across functions to follow through to resolution
    • To identify and put forward suggestions to improve the Customer experience
    • To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
    • To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
    • To lead by example, building a 'winning team' culture, championing a positive outlook across the department
    • Evaluate resource requirements and identify longer term needs of the group to support business needs
    • Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
    • To ensure regular communication, encourage team input and involvement and to encourage innovation
    • Identification & development of key team members, ensuring their readiness for next steps
    • Identify and address poor performance
    • Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
    • Provide reports to Management Team on CS KPI's and customer specific issues and feedback.
    • To demonstrate and encourage a positive attitude towards change and continuous improvements
    • To develop, communicate and implement change plans, actively involving staff in the change process
    • To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
    • To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
    • To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
    • Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners
    • Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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