DRSC GlobalCore - IT Assistant Manager

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do

• Manage and monitor SLA’s
• Manage day to day performance of the team
• Leave Management, Schedule Management to ensure smooth operations
• Review daily/weekly/monthly stats for performance of respective team
• Provide coaching and mentoring to Sr. Coaching analyst and Frontline analysts
• Be a mentor and assist in training for other analysts
• Identify training opportunities and work with training team to develop training materials and deliver training as needed
• Handle escalated customer contacts
• Acts as a Performance Management Counselor in year appraised based on the need of the business line
• work towards improving talent survey engagement scores and drive initiatives.
• Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
• Maintain good relationship with our client teams
• Review timesheets of the team members
• Provide input for hiring decisions
• Should act as coach, mentor and career counsellor for team members and help them achieve their goals
• Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Assistant Managers across our Firm are expected to:

• Actively seek out developmental opportunities for growth, act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
• Respect the needs of their colleagues and build up cooperative relationships.
• Understand the goals of our internal and external stakeholder to set personal priorities as well as align their teams’ work to achieve the objectives.
• Constantly challenge themselves, collaborate with others to deliver on tasks and take accountability for the results.
• Build productive relationships and communicate effectively in order to positively influence teams and other stakeholders.
• Offer insights based on a solid understanding of what makes Deloitte successful.
• Project integrity and confidence while motivating others through team collaboration as well as recognising individual strengths, differences, and contributions.
• Understand disruptive trends and promote potential opportunities for improvement.

Requirements

• Minimum of 7 to 8 years of Call Center experience in a contact center with a minimum of 2-3 years’ experience in handling 15-20 FTE’s
• Any Bachelor’s degree required with master’s degree being an advantage.
• Excellent command of English & Mandarin (Read, Write, Speak)
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
• Leadership and organizational abilities Desired.
• Excellent people handling skills with expert knowledge of the contact center operations.
• Proven ability to support internal or external business Clients
• Self-motivated, team player, action and results oriented
• Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
• A flair to serve the employees living servant leadership principles
• Previous experience of working with Global teams is an advantage
• Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
• Experience with recruiting and performance evaluation processes
• Ability to perform under pressure
• Willingness to work in rotational shifts including night shifts and working on weekend.

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Deloitte Recruiters via firm’s business contact number or business email address.