**Job Title:** Call Center Manager
**Company:** Bench
**Location:** Davao City, Davao, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 5
### Job Description
**Overview:**
Bench is seeking a dedicated and hardworking Call Center Manager to join our team. As the Call Center Manager, you will play a crucial role in overseeing the daily operations of our call center. Your strategic planning and excellent problem-solving skills will help enhance our customer service experience and drive performance. If you're looking to build strong connections in a supportive environment that treats colleagues like family, we want to hear from you!
### Key Responsibilities:
1. **Team Leadership and Development:**
- Lead and motivate a team of call center agents to achieve performance targets while fostering a positive work environment.
- Conduct regular one-on-one meetings and team-building activities to encourage collaboration and strengthen team bonds.
- Provide continuous coaching and development opportunities for agents to improve their skills and efficiency.
2. **Performance Management:**
- Monitor and evaluate team performance metrics, identifying areas for improvement and implementing action plans.
- Conduct performance reviews and provide constructive feedback to agents, aiming for continuous improvement in service standards.
- Develop and maintain key performance indicators (KPIs) to measure team success and productivity.
3. **Customer Service Excellence:**
- Ensure high-quality customer service by implementing effective procedures and protocols.
- Address and resolve customer complaints and inquiries in a timely and professional manner.
- Analyze customer feedback to identify trends and recommend changes to improve service delivery.
4. **Operational Oversight:**
- Manage daily operations to ensure efficient call center functionality, including call flow management and shift scheduling.
- Collaborate with other departments to align call center operations with company goals and objectives.
- Develop and manage the budget for the Call Center, ensuring resource allocation aligns with business needs.
5. **Strategic Planning:**
- Assist in developing the call center's strategic goals and implementing initiatives to drive growth and efficiency.
- Prepare and present reports on call center performance to senior management, outlining achievements and areas for improvement.
- Identify technological needs and oversee the implementation of new tools or systems to enhance operational capabilities.
### Requirements:
- **Experience:**
- Minimum of 5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
- **Education:**
- Bachelor's degree in Business Administration, Management, or a related field is preferred.
- **Skills:**
- Strong problem-solving abilities and a strategic mindset for operational efficiency.
- Proficient in call center technologies and management software.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and team members alike.
- **Personality Traits:**
- Hardworking and dedicated, demonstrating a commitment to excellence in customer service and team support.
- Adaptable and open to new ideas, promoting a culture of continuous improvement within the call center.
### Benefits:
- **Profit Sharing:** Participate in the company's profit-sharing program, rewarding your contributions to our success.
- **Vision Insurance:** Comprehensive vision insurance to support your health and wellbeing.
- **Free Accommodation:** Enjoy complimentary housing arrangements, making your transition smoother.
### Working Environment:
At Bench, we pride ourselves on creating a nurturing and collaborative workplace. Our colleagues are treated like an extended family, ensuring that everyone feels included and valued. Join us in building strong connections and a vibrant work culture!
### Deadline to Apply:
Please submit your application by **November 3, 2024**.
### Equal Opportunity Statement:
Bench is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.