Senior Manager, Head of Value Management Desk

Job Purpose

Senior Manager, Value Management Desk Operation Management is responsible for managing Value Management Desk (VMD) operations to achieve its core KPIs, with a focus on improving upselling by engaging with the customer. Responsibilities also include monitoring and analyzing results, managing, and scheduling the agents, and incorporating relevant internal stakeholders. Moreover, he or she has to engage as a forceful advocate for quality improvement and dynamically manage operations teams to create and deliver solutions.

Principal Accountabilities

• Work with the Value Management Desk operation team and relevant stakeholders to deliver the best pack sales and customer engagement.
• Drive operations to achieve VMD KPIs: pack sales, customer engagement, customer VOC and service quality.
• Monitor daily manpower and scheduling based on operation requirements to achieve the daily target.
• Manage overall service quality assurance and oversee and promote upselling of the Value Management Desk.
• Collaborate with the performance/relevant team on VMD agents' report findings (or) data mismatch.
• Preparing VMD agents' incentive calculations by month and sharing with the performance management team.
• Preparing a monthly forecast for the following month and submitting it to the performance team.
• Manage agents for required resource readiness (recruiting, screening, selecting, orienting, coaching, counseling, disciplining employees, monitoring, and reviewing their job contributions).
• Manage to review quality data according to existing documents, processes, principles, procedures, and COPC parameters/weightage.
• Collaborate with other stakeholders to identify and improve the processes and products of VMD operations.
• Collect VOCs and highlights and share it with the relevant stakeholders. Identify area for improvement and highlight to the line manager.
• Actively participate in knowledge sharing and training for VMD service quality improvement and agents to engage customers with customer-oriented and sustained communication that drives great brand value as well as sales.
• Must be comfortable with changing and competing priorities and be able to deliver across multiple projects and demands.
• Perform special assignments or projects/campaigns as directed and serve on committees and task forces as assigned.
• Open to new challenges and proactive in executing ad-hoc activities.
• Be responsible for any additional tasks assigned by your immediate superior.

• Any bachelor’s degree (Preferable: business, sales, and marketing, or statistics).
• Minimum 5 years of experience in telecom or Service Industry (Preferable: Familiarity with contact center operations and their key drivers).
• Excellent customer service mindset, motivational and leadership skills to inspire performance.
• Good knowledge of Application Software such as MIS and CIM, CISCO, Jabbar, Microsoft Word, Excel and/or similar.
• High proficiency in executing management and social skills.
• Good interpersonal skills and valued teamwork.
• Good analytical skills and the ability to structure complex business issues.
• Abilities to influence, motivate teams, use innovative and creative thinking and manage through change are necessary.
• Proactive, independent and high on initiative.
• Provide authoritative advice and guidance to colleagues, including associate training, coaching, or monitoring where appropriate.
• Attention to detail and methodical.