senior associate manager - account ManagementSutherland

Company Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Senior Associate Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description
The Team Lead's primary focus is to oversee, coach, and develop Customer Care and Telesales Agents to respond to customer, supplier and dynamic partner inquiries, resolve issues, and answer a range of questions. The Team Lead will monitor email/call volume, email backlogs, monitor actions/responses of the agents for the purpose of maintaining and improving the quality and integrity of the resolution. The successful candidate will be able to coach telesales agents, de-escalate potential issues, and communicate with all parties effectively. The position requires an individual that is quick thinking with good judgment who is able to apply comprehensive and in-depth knowledge of day to day operations of the customer service and telesales departments. Responsibilities: - Manage and enforce level 1 PCI compliance standards - Ability to monitor and report on call / email queue volume including but not limited to: inbound call volume, inbound / outbound email queue volume, break and lunch adherence. - Assist in agent goal setting practices - Take escalated calls - Enforce company and call center policies and procedures - Maintain refunds, priority, dynamic partners and escalations - Work with suppliers to negotiate reasonable outcomes for customers - Provide feedback on potential issues and follow up processes - Flag any potential legal issues, or unresponsive suppliers - Maintain SLA standards; including follow up timeline - Strong collaboration with Training department.
Qualifications
Our most successful candidates will have: Technical skills (Basic Computer Skills) - Ability to use the computer system. - Booting and shutting down computer - Basic level familiarity of Operating System (Windows 2007 / XP and Up) - Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel) - Knowledge of browsers (MS Internet Explorer) - Analytical Skills Skills - Typing skills of 40 words per minute with an accuracy of 90% - Comprehension - Ability to clearly understand the problem statement. - Strong Written Communication Skills with Business English capabilities - Steady Speech Rate with ability to articulate clearly and concisely. - Team facilitation and training skills - Strong decision making and problem solving skills - Effective change leadership skills - Ability to work well under pressure - Ability to de-escalate customers; conflict resolution skills - Ability to formulate and deliver specific, actionable feedback - Basic understanding of P&L concepts - Voice and accent skills - Ability to communicate fluently. Key Competencies - Must be employed with Viator for minimum of 90 days - Shift flexibility is mandatory - Direct experience with the Customer Care and Telesales - Ability to work accurately and meet SLA guidelines - Strong team player with the ability to work within a close environment - Positive, 'can do' attitude - Strong attention to detail - Willingness to take on project work when required - Excellent communication and time management skills - Proven problem solving skills
Additional Information
All your information will be kept confidential according to EEO guidelines.
Sutherland

Tarlac City, Tarlac
Permanent
Full-time