Assistant Manager CS - Portuguese Speaking

The Assistant Manager will form a team that is looking for continuous improvement and driven to deliver the best experience for our users. The person will thereafter lead and manage the daily operations of the center, including meeting and setting customer service targets as well as planning areas of improvement or development. The customer support manager will report to the Head of Site and to our Global Customer Support Manager.

Key Responsibilities

1. Responsible for the performance of the support center: Managing the daily operations of the support center, setting and meeting performance targets for speed, efficiency, sales and quality, forecasting, analyzing and reporting KPI figures on a weekly and monthly basis, helping achieve daily quantitative targets and the service levels.
2. Responsible for managing the team: Organizing staffing including shift patterns and the number of staff required to meet demand, reviewing the performance of staff, identifying training needs and planning training sessions, preparing roster for support center team, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes, maintaining the log for agent leaves, vacation and planning of manpower for emergency situations.
3. Responsible for the quality of the support center: Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance, mystery call reporting and analysis, recording statistics, user rates and the performance levels of the center and preparing reports, handling the most complex customer complaints or enquiries, following up on all activities sent by him/her-self and sharing team workload, providing action plans to agents based on call findings, maintaining up-to-date industry developments.

Job Specification