Call Center Manager

CEBU APPLICANTS ONLY THIS JOB IS ONSITE!

We are seeking a highly skilled and experienced Call Center Manager to join our team. The ideal candidate will have a proven track record of managing call center operations and achieving performance targets. As a Call Center Manager, you will be responsible for overseeing the daily operations of the call center and ensuring that our customers and their customers receive the highest level of service.

Primary Responsibilities
1. Manage Call Center Operations: You will be responsible for managing the day-to-day operations of the call center, ensuring that all activities are conducted in accordance with company policies and procedures.
2. Develop and Implement Call Center Strategies: You will develop and implement call center strategies to improve efficiency, productivity, and customer satisfaction.
3. Monitor Performance Metrics: You will monitor and analyze call center performance metrics, such as call volume, call abandonment rates, and average handling time, to identify areas for improvement.
4. Manage Call Center Staff: You will be responsible for managing call center staff, including hiring, training, scheduling, and performance management.
5. Ensure Compliance: You will ensure that the call center is compliant with all relevant regulations and standards, such as PCI-DSS and HIPAA.
6. Develop and Maintain Call Center Technology: You will work with IT to develop and maintain call center technology, such as phone systems, CRM software, and reporting tools.
7. Provide Customer Service: You will provide customer service to customers who require escalation or have complex issues.
8. Develop and Maintain Call Center Processes: You will develop and maintain call center processes, such as call scripts, escalation procedures, and quality assurance programs.
9. Analyze Customer Feedback: You will analyze customer feedback to identify areas for improvement and develop strategies to improve customer satisfaction.
10. Collaborate with Other Departments: You will collaborate with other departments, such as marketing and sales, to ensure that the call center is aligned with the overall business strategy.

Qualifications
• Bachelor's degree in business, management, or a related field
• 5+ years of experience in call center management
• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Ability to analyze data and make data-driven decisions
• Strong customer service orientation
• Knowledge of call center technology and software
• Ability to work in a fast-paced and dynamic environment
• Ability to manage multiple priorities and meet deadlines
• Strong problem-solving and decision-making skills

If you have a passion for customer service and the skills and experience required for this role, we encourage you to apply. We offer a competitive salary, a comprehensive benefits package, and the opportunity to work with a dynamic and growing team.

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