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Assistant Manager – Client Care Services

Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Assignment Detail
Information Technology
Total Position
Customer Support
No Preference
Career Level
Experienced Professional
Minimum Experience
3 Years
Apply By
Jun 14, 2021
Posted On
Mar 14, 2021

Job Description

The Company:
Contour Software has grown from a 13-employee business unit, to a 1000+ employee organization before its 10th anniversary. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become the largest Canadian software company, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical market enterprise solutions covering more than 90 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
What started as a development center, has progressed into an offshore employee center serving R&D, CS, PS, S&M, and various G&A sub-departments (such as IT, Finance, M&A, Legal,..), at the divisional as well as operating group/corporate level. While local projects and acquisitions are now also being evaluated, today Contour employees located in our Karachi, Lahore & Islamabad offices are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With mature yet growing service lines, as well as some post-pilot stage services, and the global growth of Constellation as the wind in our sails, we are only just getting started! The successful candidate would directly report to Manager Client Care Services.

Duties & Responsibilities:
  • Monitor and ensure that all targets/KPI's are met to secure set goals

  • Establish benchmarks for Customer Service/Client Care activities

  • Ensure smooth/quality customer handling by Customer Services Staff

  • Look for innovative ways to improve Customer Care staff performances

  • Review Daily operations and give feedback for improvement

  • Assist on Perform or drive the technical skills analysis component of recruitment activities for the department, with a role varying between hands-on (for new teams) and shepherding (for growth in existing teams), in collaboration with pre-existing functional team members.

  • Actively support the non-technical skills analysis component of recruitment activities for the department, in collaboration with the HR department.

  • Advise/Participate in knowledge sharing and training initiatives across teams within the service line, acting as the main vessel for best practices implementation and dissemination from established teams to resources and teams in ramp-up phase.

  • Assist in Documentation and utilization of service line success stories, by incorporating them into business development artifacts, in order to grow the service line.

  • Provide assistance to Manager Client Care Services with Service Line documentation and finalizing reports

  • Take ownership of service quality, employee retention and business growth targets.

Required Skills & Experience:
  • University degree in IT or related discipline.

  • Excellent verbal and written communication skills, including the ability to present ideas and proposals in a succinct and persuasive manner, at varying levels of abstraction, to technical, managerial and client audiences.

  • Sound judgement, perseverance, and a focus on client service excellence.

  • At least 5 years' experience performing in a functional role in Technical Customer Support, ideally as a hands-on practitioner.

  • And at least 3 years' experience performing in a team lead or team management role, involving delivery of technical mentorship and personnel management oversight to senior, intermediate, and junior level resources.

Additional Requirements:
• This role requires a two-month notice period, applicable to both parties.
• This role can require travel to other locations (Karachi/Islamabad) 2-4 times a year.
Work shift:
  • 6 PM to 3 AM Pakistan Standard Time

Exciting Benefits we offer:
  • Market-leading Salary

  • Medical Coverage – Self & Dependents

  • Parents Medical Coverage

  • Provident Fund

  • Employee Performance-based bonuses

  • Home Internet Subsidy

  • Conveyance Allowance

  • Profit Sharing Plan [Tenured Employees Only]

  • Life Benefit

  • Child Care Facility

  • Company Provided Lunch/Dinner

  • Professional Development Budget

  • Recreational area for in-house games

  • Sporadic On-shore training opportunities

  • Friendly work environment

  • Leave Encashment

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