Assistant Customer Care Manager

Job description

Important note: This position is not team lead or supervisor level.

Job Title: Assistant of Customer Care Manager

Direct report to: Customer Care Manager

Job Responsibilities:

• Monitor and review KPI reports and other performance reports for a customer care team of over 20 staff members. Identify irregularities in performance (e.g. similar KPI results with significantly different workloads or response volumes) and escalate findings to the Customer Care Manager.

• Coordinate and communicate with internal departments such as Technical, Finance, and Debt Collection teams on behalf of the Customer Care team when the Customer Care Manager is unavailable, as the Customer Care function serves as a central point of information for cross-departmental coordination.

• Observe team members’ work...