EMPREGO
Sutherland

Senior Associate Manager

Sutherland-Alexandria, Egypt

Responsibilities:

  • Manage and enforce level 1 PCI compliance standardsAssist in agent goal setting practices-
  • Take escalated calls-
  • Enforce company and call center policies and procedures-
  • Maintain refunds, priority, dynamic partners and escalations-
  • Work with suppliers to negotiate reasonable outcomes for customers-
  • Provide feedback on potential issues and follow up processes-
  • Flag any potential legal issues, or unresponsive suppliers-
  • Maintain SLA standards; including follow up timeline-
  • Strong collaboration with Training department.Qualifications:
    Technical skills (Basic Computer Skills)- Ability to use the computer system. - Booting and shutting down computer- Basic level familiarity of Operating System (Windows 2007 / XP and Up)- Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel)- Knowledge of browsers (MS Internet Explorer)- Analytical Skills

Skills- Typing skills of 40 words per minute with an accuracy of 90%- Comprehension - Ability to clearly understand the problem statement.- Strong Written Communication Skills with Business English capabilities- Steady Speech Rate with ability to articulate clearly and concisely.- Team facilitation and training skills- Strong decision making and problem solving skills- Effective change leadership skills- Ability to work well under pressure- Ability to de-escalate customers; conflict resolution skills- Ability to formulate and deliver specific, actionable feedback- Basic understanding of P&L concepts- Voice and accent skills - Ability to communicate fluently.

Key Competencies- Must be employed with Viator for minimum of 90 days- Shift flexibility is mandatory- Direct experience with the Customer Care and Telesales- Ability to work accurately and meet SLA guidelines- Strong team player with the ability to work within a close environment- Positive, ‘can do’ attitude- Strong attention to detail- Willingness to take on project work when required- Excellent communication and time management skills- Proven problem solving skills