GrabSupport Operations Manager

The Critical Tasks You Will Perform

You Will

• Create positive consumer experiences through voice and non-voice channels (digital).
• Lead Grab Support Operations in processing smooth consumer transactions across various programs and platforms.
• Train a team of Grab support agents, ensuring they meet both productivity and quality in delivering the best experience to Grab consumers and partners.
• Perform daily briefing sessions to communicate and ensure understanding among team members for existing and new product launches.
• Monitor agent attendance and work with planners to ensure optimal schedules, including leaves and overtime.
• Authorize cancellations, refunds, and reimbursements within approved limits.
• Handle escalated cases by performing manager call-backs.
• Work with other teams, such as Payments and DLR, to improve Grab Support-related processes.
• Conduct monthly audits and coaching based on audit outcomes to ensure adherence to all Grab Support processes and standards.
• Manage disciplinary issues, working with HR and agency personnel for fair resolution.
• Prepare monthly reports related to team productivity, quality, feedback, and other required reports for continuous improvement.
• Collaborate with other team managers to resolve pending cases promptly.
• Manage agent performance evaluations and feedback sessions.
• Involved in performance improvement projects to achieve better processes and work toward excellent customer experience.

Qualifications

What Skills You Will Need

• At least 5 years of supervisory/managerial experience in a customer-centric environment (e.g., telecommunications, banks, consumer goods, technology, airline, tourism, or hospitality).
• 3+ ears of experience leading a contact center operation.
• Proficient in both spoken and written English.
• Experience managing teams, including monitoring, training, motivating, coaching, and handling conflicts.
• Proficient in reporting data insights to make informed decisions.