customer service Operations Assistant managerLalamove

Summary of Role
To provide exceptional frontline people leadership and operational management for the Level 1 Contact Centre for Lalamove in Manila.
Primary Responsibilities:
Manages frontline operation teams to ensure operational excellence and excellent customer service.
Produce accurate reports, identify root cause and come up with relevant action plan/s to address the gaps in relation to team, department KPIs and service quality standards
Develop a productive, profitable and achievement oriented working environment for employees resulting in high engagement scores.
Provide effective coaching and performance management to the Customer Service Team Leaders as required in order to enable the best chance of employee success and customer satisfaction.
Coordinate with relevant personnel, including Customer Care Manager and other departments, in solving problems that would address staffing requirements, work assignments and the like in ensuring that L1 operations is functioning at its optimum
Additional Responsibilities:
Completed tasks assigned by Customer Care Manager
Take ownership of Lalamove growth in Manila
Initiate projects that will help improve customer satisfaction
Qualifications:
Proficiency of computer skill in Microsoft Office (Word, Excel, Powerpoint, etc.)
Ability to communicate effectively with people at different levels
Ability to develop, implement and review policies and procedures
Minimum of 3 years people management experience
Experience in a logistics or start-up environment would be an advantage
Lalamove

Manila City, Metro Manila
Permanent
Full-time