Management Jobs: Team Manager, Search and Explanation ..., Manila in Manila, National Capital Region

Title:Team Manager, Search and Explanation Specialists
ID:JREQ033129
Description
The Team Manager, Search and Explanation Specialists assists the Customer Support Manager with the day to day management of the TRCS. This role is a blend of management and hands on operational duties and includes managing a group of Data Specialists as well as responding to customer queries, acting as a point of escalation and taking calls where required. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to keeping abreast of what both customers and staff areexperiencing.
: Manage a team of Data Specialist professionals across a broad range of products proactively managing customer issues and acting as a point of escalation for your team.
: Coach staff to deliver superior customer service in line with global customer support guidelines.
: Improve firstcall resolution results and actively drive more resolution on the initial query.
: Assist the team in providing a memorable and positive customer experience. This will include taking calls during peak periods.
: Work with your team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures.
: Proactively contribute ideas to the Specialist management team.
: Recruitment and selection of staff in line with the Customer Support Competency Framework.
: Complete monthly call assessments and coaching targets for your team in line with Quality guidelines.
: Proactively manage performance and coach within the Customer Support Competency Framework. Participate in the performance management and review process facilitating the quarterly, mid year and annual review process.
: Deliver key projects to improve customer service.
: Create a Learning culture environment by sharing knowledge with the Customer Support team as a whole and championing learning initiatives.
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Qualifications
University degree in related discipline required
Strong understanding TR Markets customers, products, business and service drivers
At least 2 years experience successfully managing front:line customer service organizations
Systems equivalent to Thomson Reuters Siebel CRM system and Process knowledge
Strong understanding of Contact Center industry practices, measurement, drivers and performance improvement strategies
Job: Customer Service and Support Family Group
Primary Location: Manila, PH
Other Locations:
Organization: F and R GTM Strat and Ops Customer Service
Schedule: Full:time
Education Level: Bachelors Degree (16 years)
Job Type: Standard
Shift:
Travel:
Location
Manila
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