RP-CS Dev Manager

Job Title: Customer Services Development Manager
Department/ Location: Customer Services Division, Karachi
Band / Grade:
Reports to: Head of Customer Service
Overall Job Objective:
Drive and facilitate the achievement of service excellence via the adoption of best demonstrated
practices through improvement programmes and identify process gaps to create a more seamless
department whilst managing counseling and coaching activities aimed at reinforcing strengths and
bridging weaknesses in the different sections of the CS Dept
Responsibilities:
Strategic Planning for Customer Service Development and Budget Compliance
 Prepare the CS Training and Development Plan per budget requirements and ensure the training
and development needs of CS personnel reflect business imperatives.
 Ensure that budgeted training man-days are met in accordance with overall organization plan and
schedule
 Identify benchmarking exercises against competitor / cross-industry / network customer contact
centres to carry out such exercises to surface best demonstrated practices and explore the viability
of implementing these with a cost-benefit analysis and a business case justification.
 Implementation of corrective and preventive actions to pre-empt recurrence in line with the focus
on achievement of service excellence to customers.
Training & Development
 Conduct learning and development needs analysis for the department by performing skills
verification (tests) to ensure that relevant CS skills and competencies are current and effectively
trained.
 Execute the entire training process, needs assessment, development and/or outsourcing of training
programs, including content, delivering of training programs and evaluation of effectiveness of
training
 Plan, design and develop training programs and materials (including Train-the-Trainer Training for CS
Managers/Supervisors) or source external training to support outstanding Customer Service
standards aligned to the CS department’s and company’s training objectives
 Develop appropriate performance metrics for the evaluation of customer contact skills and
competencies, which will facilitate the identification of CS-related training needs gaps.
 Ensure post-implementation review of processes and analysis of data is carried out to gauge –
where applicable and feasible – the effectiveness of implemented programs.
 Evaluate external training consultants on appropriate training for CS staff
 Create & maintain a shared information knowledge tool for the customer service team
 Work closely with HR & T&D team to create appropriate trainings for succession planning &
employee career growth and ensure appropriate external programs are planned for CS
Managerial
 Develop a high performance service culture within the customer service department.
 Provide leadership, direction, continuous coaching, and guidance to employees and service
managers in achieving the department's goals and objectives
 Develop KPIs with team members and monitor individual performance.
 Conduct performance appraisal.
 Assure proper communication between departments and work collaboratively across departments
 Identify inefficient/ ineffective work processes and devise plans and strategies for implementation of
improvement opportunities
 Perform scheduled call monitoring and service audits to (via various contact media in the Customer
Contact Centre) that CS personnel are continually working towards delighting customers through
consistent and excellent service standards.
MIS Management
 Guide on the construction of a database on employee training for the CS department and ensure
that training records are maintained and updated promptly with a monthly summary report
submitted to the CS Head.
 Maintain and update documented work procedures and instructions to reflect the latest and
accurate information and that current practice reflect specified procedures.
Skills / Qualifications
Key capabilities
 Presentation skills (excellent)

 Facilitation and training skills (excellent)
 Customer-facing and interaction skills (excellent)
 MS Office (Word, Excel, PowerPoint, etc.) (excellent)
 Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce
Management Systems, Quality Monitoring Systems, etc.) (good working knowledge)
 Communication skills, spoken and written (excellent)
 Negotiation and interpersonal skills (excellent)
 Leadership skills (excellent)
 Analytical, organizational and motivational skills (excellent)
 Project Management skills (excellent)
 People Management skills (excellent)
Competencies
Competency segment ‘Business’
 Customer Orientation: Is focused on identifying and understanding each customer’s needs.

Expresses and acts on desire to assist customers in an efficient and friendly manner.
 Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action
and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured
with good personal organization. Schedules time effectively and use efficient work methods and
tools.
 Decision Making: Makes timely and appropriate choices based on accurate analysis and experience.
Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans
how to manage risk.
Competency segment ‘Leadership’
 Developing People: Facilitates the development of others through personal involvement in

coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and
development to improve TCS's capability to achieve the strategic vision.
 Building and Leading Teams: Knows the talent needs of the team. Attracts and develops the people
who can meet those needs. Encourages effective cooperation among team members and between
teams. Inspires team spirit and the commitment to achieve high standards of performance.
Key Working Relationships:
Internal: Customer Service Department, Human Resources Department Staff, Operations Department,
Sales & Marketing and Support Department.
External: Clients, Trainers, Consultants
Work Experience & Qualification
 5 years experience in a related capacity or a development role within Customer Service or a

Customer Service related function
 2 year experience in a management capacity
 Experience in development of training materials and delivery of training
 Experience in contact centre operations and environment, with emphasis on frontline activities
 Experience in the Air Express Industry, and experience in Customer Service (preferable)
 Requires a Master’s degree in Business Management, Human Resources, Education or related
degree or an equivalent of education and experience which clearly indicates competency in the
above listed responsibilities.

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Job Title: Customer Services Development Manager

Department/ Location: Customer Services Division, Karachi

Reports to: Head of Customer Service

Overall Job Objective:

Strategic Planning for Customer Service Development and Budget Compliance

Training & Development

 Presentation skills (excellent)

 Customer Orientation: Is focused on identifying and understanding each customer’s needs.

Competency segment ‘Leadership’

 Developing People: Facilitates the development of others through personal involvement in

Key Working Relationships:

External: Clients, Trainers, Consultants

Work Experience & Qualification

 5 years experience in a related capacity or a development role within Customer Service or a

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