Role Summary
The Assistant Manager supports the Manager in overseeing the daily operations of the department. This role involves supervising staff, ensuring high-quality customer service, handling escalated issues, Implementing and maintain processes while proactively identifying efficiencies and improvements.
Assisting with staff recruitment, training, and performance, monitoring customer service goals, while embodying the company's SMILE values.
Main Responsibilities
* Ensure that customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
* Assist in managing and supervising agents, including resource planning, performance monitoring, and providing feedback.
* Monitor performance of agents, provide on the spot coaching and learning opportunities, and take corrective actions when necessary.
* Assist with the delivery of training sessions for new employees and ongoing training for existing staff to ensure they are up to date with company policies and procedures.
* Foster a positive and collaborative team environment, encouraging creativity and innovation
Qualif...