Grab Support Operations Manager

Job Description

Get to Know the Team:

• Assist Grab Partners, including drivers, passengers, and merchants, in utilizing our products.
• Handle service inquiries and resolve disputes from our drivers, passengers, and merchants.
• Deliver exceptional customer service to our clientele.
• Foster positive relationships and engage in community-building initiatives with drivers, passengers, and merchants.

Responsibilities

You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.

In This Role, You Will

• Lead the way in processing smooth consumer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.
• Create positive consumer experience via the voice, non-voice channels (digital).
• Train and develop a team of grab support agents to ensure the team is meeting both productivity and quality in delivering the best consumer experience to Grab consumers and partners.
• Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launch.
• Monitor agent’s tardiness and work closely with planner to ensure optimum working schedule which include leaves and overtime.
• Authorized to approve all cancellation, refund and reimbursement within the approved limitation.
• Perform manager call back whenever deemed necessary for escalated cases.
• Work closely with other verticals (eg. Payments team, DLR) in relation to Grab Support-related processes that requires process improvement.
• Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab Support’s processes and standard are adhered at all times
• Manage all disciplinary issues that arise within the team and work closely with HR and agency personnel to ensure prompt action is taken in a fairly and timely manner.
• Prepare monthly reports to be submitted to management related to team productivity, quality, feedback or any other reports required for continuous improvement.
• Work closely with other team managers from various verticals to ensure pending cases are solved within a timely manner.
• Manage agent performance evaluation and feedback session.
• Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

Qualifications

• 5 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
• 3-4 years experience in leading a contact center operation.
• Fluent in English both oral and written.
• Able to work in a fast-paced environment.
• Agile and adaptable to changes.
• Good communication, presentation, and interpersonal skills.
• Analytical and process oriented; ability to problem-solve
• Experience in managing teams including supervising, training, motivating, coaching, having difficult conversation and inspiring.
• Ability to deal with people from all levels professionally
• Good time management, organizing, delegating skills.
• Good in reporting and analyzing data.