Danaher Corporation Assistant Manager, Customer Care in Singapore, Singapore
The Assistant Manager of Customer Care is responsible for overseeing the daily operations of the Customer Care team.
Supervises and directs Customer Care associates which includes hiring, training, evaluations and discipline. Facilitates preparing and reporting of department metrics; and communicate these to associates as well as Manager of Customer Care. Communicates job expectations and performance standards to associates; uses effective method(s) to monitor and review performance. Communicates department information, product updates and procedure or policy changes to associates. Coordinates contact channel and schedule coverage to ensure completion of all daily tasks and responsibilities for the Customer Care function. Provides guidance and specific feedback to associates to deliver personal, responsive support; provides real-time and scheduled coaching for improved quality, productivity, and professional development. Monitors daily function and associate productivity to recommend changes or improvements that benefit either operational efficiency or customer experience. Identifies, monitors and analyzes associate performance to make recommendations to upper management regarding staffing requirements, efficiency improvements and performance standards. Creates and/or maintains resources for employee development and professional skills training; suggests and implements opportunities for improvement to the performance management system. Coordinates with Senior Customer Care on the training program for new and existing Customer Care associates; identifies training gaps and optimal methods for monitoring and measuring training effectiveness. Handles escalated problems, complaints and personnel issues. Performs other duties as assigned. Demonstrates and upholds behavior consistent with the Integrated DNA Technologies Core Values and delivers the Integrated DNA Technologies experience to customers and other business associates. Be aware of the quality policy and contribute to achieving quality goals by following all related procedures and work instructions. And by doing so adhere to the requirements of the ISO 9001 standard applied within the company, where applicable. Practice safe working habits, follow all IDT safety policies, perform safety checks on equipment and systems, and identify, correct, and report potential safety hazards.
Minimum of three years of experience in Customer Care, management role or combination of the two required.
Other Job Qualifications:
Knowledge of essential function and job duties assigned to direct reports. Knowledge of effective management principles and practices. Ability to engage and develop employees through coaching, feedback and use of management tools. Ability to delegate authority or responsibility, not just routine tasks. Skill to identify activities to achieve short and long-term objectives of the department. Knowledge of how to coach others to anticipate, define and solve problems. Ability to deliver information in a variety of settings, including one-on-one, small groups and presentations. Ability to make timely and sound decisions with quality outcomes. Ability to continuously look for ways to improve the efficiency or quality of the final product or customer experience. Ability to provide guidance and support as well as constructive criticism. Ability to identify processes in need of optimization and routinely suggest solutions. Ability to apply analytical tools or techniques to analyze a range of data. Ability to delegate tasks according to interest, ability or developmental needs. Ability to encourage and facilitate cooperation, teamwork, and pride. Ability to take into account the impact of decisions and change initiatives on global operations. Adaptability to perform under stress when confronted with emergent, critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job. Adaptability to perform a variety of duties, often changing from one task to another without loss of efficiency or composure. Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers. Adaptability to accepting responsibility for the direction, control or planning of an activity.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .