Customer Services Assistant Manager
Core
Provide frontline people leadership and operational management for Level 1 and Level 2 Contact Centre operations.
Role type
Customer Services Assistant Manager
Builds
Lalamove contact centre operations in Turkey
Domain
Logistics / Customer Support
Deliverable
dashboards & analysis
Required skills
Team management, operational excellence, root cause analysis, performance management, stakeholder coordination, policy development
Preferred skills
Logistics environment experience, startup environment experience, multi-location management, multi-culture environment experience
Responsibilities
Manage frontline operation teams to ensure operational excellence and excellent customer service; Produce accurate reports, identify root cause, and develop action plans to address gaps in team KPIs and service quality standards; Develop a productive and achievement-oriented working environment; Provide coaching and performance management to Customer Service Team Leaders; Coordinate with stakeholders to solve staffing and work assignment issues; Initiate projects to improve customer satisfaction and address business requirements
