Customer Service ManagerNV GROUP HOLDINGS PTY LIMITED

The Customer Service Manager is responsible for managing, directing, supporting and motivating the Team Leaders and Assistant Team Leaders and Voice Agents to provide voice services to NVG clients within the guidelines of the Australian ACCC and the Privacy Act. The role primarily involves monitoring Inbound, Dialler and Outbound Manual results and managing the performance of all team members.
Job Responsibilities:
Monitor daily productivity, quality and customer-service standards
Drive employee performance
Communicates job expectation to the Voice Agents
Enforces Company Policy and Procedures
Carry out performance reviews, goal setting and quality monitoring.
Oversee recruitment and training of Voice Agents
Job Qualification:
Preferably with at least five (5) years experience in a Senior Position in a company that delivers Customer Services / Debt Collection.
Australian background is an advantage but not required.
In depth understanding of the customer service process and associated functions including inbound calls, outbound (dialer and manual) calls and collection system operations.
Demonstrates ability to lead and manage teams of people to meet and exceed targets without generating complaints or breeching company policies and/or rules.
Willing to undergo Training in Ortigas Center, Pasig City.
Can start immediately.