Trust and Safety – Assistant Contact Center Manager

What you can expect

The Assistant Contact Center Manager (ACM) is a senior role which involves overseeing the provision of services, taking immediate decisions on the floor to drive the KPI´s by managing a team of 1st Line Managers.

What you'll do

• The ACM must ensure compliance of all principles of the TOPS methodology and ensure that compliance is being followed by all members of the team;
  The ACM´s management tools include, but are not limited to:
• Daily Supervisor Meeting (DSM);
• Education Learning Plan (ELP);
• In-Shift Meeting;
• Supervisor Shadow Observation Forms;
• PSP Meetings;
• Application of motivational and disciplinary procedures are also an important part of the ACM´s role;
• The ACM develops plans to achieve objectives;
• KPI performance analysis;
• Participate and ensure the PSP (Problem Solving Process) that is utilized to solve process level problems that have a low variance whenever a KPI is not reaching target;
• Proactively identify risks that may occur in projects he/she is responsible for and suggest ways of internal control in order to reduce the associated risks;
• Interaction with other departments in order to improve and or maximize the projects(s) results.

What you'll need

• At least two years on Customer Experience Management and shared services and/or related industries and on a management position (preferential);
• Fluency in written and spoken English is essential for this role;
• Higher Education Degree (preferential);
• Google Workspace management;
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.