Assistant Manager, Business Planning and Analysis, English Speaker
Genpact
Assistant Manager, Customer Services
Lalamove
full-time
Posted on:
Location Type: Office
Location: New York City • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide exceptional frontline people leadership and operational management for Customer Service for Lalamove in the US
- Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal customer service standards
- Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs, and service quality standards
- Develop a productive and achievement-oriented working environment for employees, resulting in high engagement scores
- Provide effective coaching and performance management to the Customer Service Team Leaders to enable employee success and customer satisfaction
- Coordinate with Managing Directors, CX Functional team, and other departments to solve problems related to staffing, work assignments, and ensure L1 and L2 operations function optimally
- Complete ad-hoc assignments from the CX Functional team
- Initiate projects to improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
Requirements
- Degree holder with a proven track record of stakeholder management
- Proficient in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
- Ability to communicate effectively with people at different levels
- Ability to develop, implement, and review policies and procedures
- At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity
- A sound knowledge and understanding of contact centre management principles
- Excellent command of written and communication skills in English
- Experience in a logistics or start-up environment would be an advantage
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service managementreport productionKPI analysisperformance managementpolicy developmentcontact centre management
Soft skills
people leadershipcoachingcommunicationstakeholder managementproblem-solvingteam managementemployee engagement
