Location / Site: Fairview Terraces

Position level: Assistant Manager

Work Setup: Onsite

Job Description

Accountable for the performance of the cluster.

Responsible for maintaining the program’s efficiency metrics.

Fully implement and audit TOPS.

Analyze KPI, identifying issues and trends

Performs Root Cause Analysis and formulates and executes action plans to improve performance

Assists the CCM in executing account-wide initiatives

Required Skills

At least 2 years Supervisor/ACCM experience

Strong performance management/TOPS background

Excellent program planning and execution skills

Strong analytical skills; very detail-oriented

Strong decision-making and problem-solving skills

Excellent communication and listening skills.

Knowledgeable in call center tools and processes

Proficient in MS Office applications

Excellent people management skills