Technobiz Equipments PTE LTD is Singapore based recognized global investment free payment solution and services provider in developing payment and collection networks. We are currently serving over 60 million consumers in five different countries. Our primary goal is managing extra distribution networks & extra transaction channels to maximize revenue streams and provide efficient payment solutions for telecom operators, utility services, Internet service providers and banks. Technobiz Equipments has developed integrated and comprehensive compromised architecture and standard interfaces that leverages existing infrastructure and standard off the shelf hardware for innovative, flexible and compact distribution and payment solutions. Our current customer based spans to Central Asia & Middle East. Technobiz Equipments aims to stay a leader in delivering reliable and cost - effective solutions while serving its customers & partners extra support. www.technobiz.sg
• Oversees the recruitment of customer care team and call centre policies, programs and practices
A. Leads the development of department goals, objectives and systems
B. Develops and monitors customer care team
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience while increasing efficiency
• Analyze customer reporting (number of received calls, service issues, customer sat, pullbacks etc) for trends to develop and implement programs to improve these metrics and work with Director Sales to correct unacceptable business practices.
• Drive customer satisfaction programs at market, regional and company level
• Handle customer escalations as needed
• Assist in interviewing & training support partners on operational processes/practices
• Work closely with different cross sectional teams to improve overall knowledge and cohesive execution of processes/operations
• Responsible for resource stewardship; conducts resource planning, execution and evaluation
• Responsible for management functions to include monitoring of workforce levels, performance evaluations, resolution of escalated issues and termination of employment
• Responsible for becoming a subject matter expert in assigned areas within the Technobiz Equipments group
• Responsible to train and empower the customer care team to train agents and internal employees on new services and solutions
• Reports to the Sales Director

Skills
• Multiple years as a Customer Care Manager, Customer Support Manager, Customer Service Manager, Operations Manager, Call Canter Manager, Technical Support Manager, Project Manager/Director or related title in a sales-driven environment preferably in a call canter setup
• Experience in analyzing and providing solutions around customer lifetime value (clv)
• Project Management experience
• Strong English written and oral abilities
• Excellent problem-solving skills with the ability to envision and deliver innovative solutions
• Excellent communication and interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse workforce
• Ability to establish credibility and be decisive
• Strong analytical skills in financial and operational areas
• Experience working with budgets and financial controls
• Strong detail orientation and communication/listening skills
• BS/BA degree required preferably in Business Administration, Management or other Business related degree
• Willingness to travel on an as needed basis