Hire ASSISTANT MANAGER In The Philippines

For Backend Lead: • I do daily data encoding depending on what's needed using Google Sheets & Excel • I also do create Pivots & Dashboard formulas to interpret data needed • I do communicating goals and deadlines to my team members. • I organize and plan agent workloads and delegating tasks. • Daily monitoring of agent tasks. For Quality Assurance: • I created the Quality System for SM Customer Care including creating QA Scorecare guide, dashboard, and QA training materials. • Created the CSAT Structure to determine where the business at in terms of customer's perspective and sentiments, and build an approach to analyze customer DSAT. • Handles data analysis, reporting, and provide recommendations to improve agent and business performance. • I'm also consistently guiding the Operations/Agents in the form of Coaching Sessions, Refresher Trainings, etc. For Customer Care Operations: • Handles the Customer Care Workforce Management & Analytics which I manages agents Daily Occupancy, Daily Interaction Intervals and Call Volumes. • I am also creating different approach and strategies in improving Daily Operations Stats.