Job Summary
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Monitor quality and progress of work, check and approve work of subordinates (turn around time, risk analysis, overall team performance and project planning) within authorization level and/or in close cooperation with the manager
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Stimulate change and improvement, assess proposals of subordinates as well as to propose change or improvement of processes to higher management;
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Ensure timely and correct reporting to process manager in accordance with applicable procedures and guidelines and ensure recording and traceability of data;
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Comply with Business Systems and practices.
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Manage a group of 10-15 Order Management specialists/DSS
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Responsible for coaching and developing subordinates
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Respond to escalations and become process experts on assigned product lines
Key Responsibilities
Requirements
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Graduate of any 4 year degree; ideally Business or Marketing
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Proficient in Salesforce and Oracle
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Understanding of Customer Satisfaction metrics (CSAT, AHT, Quality)
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24* 7 5 days working - 2 days off - Rotational offs
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Good communication skills - oral and written
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Leadership skills
Skill Requirements
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Customer Service Experience
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Strong Decision making and Analytical Skills
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Escalation Management
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Clearly and succinctly explain to Order Managers their understanding about organizational goals to specific tasks
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Can establish steady and effective workflow between themselves and their staff
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Can inspire members of his/her team to go the extra mile and be a CSAT champion
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Ability to delegate tasks to team members
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Researching Capabilities and keen attention to details
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Ensure compliance to all company and business policies
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Creates positive environment across the team
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Creative and have a high level of decision making skills
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Good presentation skills and has experience with GSuite products
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Process oriented and excels at attention to detail
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Can work independently and ability to extend coverage as
necessary