assistant Customer Service ManagerSM Investments

Job Description
General Duties
responsible in designing and facilitating programs that equips our customer service representatives with the proper technical and behavioral tools to maximize their productivity and continuously improve customer service quality by reviewing and addressing performance gaps.
Detailed Duties
Managing & Measuring Work
. Improve critical performance metrics by designing, organizing, and facilitating structured learning exercises and training courses
. Review calls/customer feedback/employee transcripts and other relevant media and implement action plans to improve quality of service
. Publish needed reports regarding customer service operations
. Demonstrate efficient and effective use of resources
Developing Direct Reports & Others
. Facilitates on-the-job coaching
. Designs and assigns tasks aligned with set objectives
. Evaluate and address any challenge that hinders achieving set goals
Professional Eligibility
Skills
. Proficient computer skills and solid understanding of training principles and customer service life cycle
. Has a knack for continuous learning and improvement
. Team player, collaborative, innovative
. Values humility and creativity
. Strong interpersonal relationship skills
Education
. Must be at least a bachelor's degree holder
Experience
. Candidate must have at least 2-3 years relevant experience focusing on Customer Service Training and Quality Assurance preferably in a call center environment
. Working experience in the real estate industry is a plus
Responsibility
Managing & Measuring Work
. Improve critical performance metrics by designing, organizing, and facilitating structured learning exercises and training courses
. Review calls/customer feedback/employee transcripts and other relevant media and implement action plans to improve quality of service
. Publish needed reports regarding customer service operations
. Demonstrate efficient and effective use of resources
Developing Direct Reports & Others
. Facilitates on-the-job coaching
. Designs and assigns tasks aligned with set objectives
. Evaluate and address any challenge that hinders achieving set goals