**Job Title: Call Center Manager**
**Company: Tanduay Distillers, Inc.**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+**
### Job Description:
Tanduay Distillers, Inc., a leader in the beverage industry, is seeking a dynamic and experienced **Call Center Manager** to join our team in Cebu. This is a part-time position ideal for a driven and resilient professional who thrives in a fast-paced environment. The successful candidate will be responsible for overseeing all aspects of the call center operations, ensuring exemplary customer service while achieving company goals and objectives.
### Key Responsibilities:
1. **Team Leadership and Development:**
- Recruit, train, and mentor a high-performing team of call center agents.
- Conduct regular performance evaluations to identify areas for growth and development.
- Foster a positive working environment that encourages innovation, collaboration, and accountability.
2. **Operational Oversight:**
- Manage day-to-day operations of the call center, ensuring adherence to company policies and procedures.
- Develop and implement strategies to optimize productivity and efficiency within the team.
- Monitor key performance indicators (KPIs) and analyze call data to identify trends and areas for improvement.
3. **Customer Service Excellence:**
- Guarantee high-quality service by establishing standards for team health and performance metrics.
- Address escalated customer inquiries and concerns, working to resolve issues promptly and professionally.
- Implement best practices for customer interactions to enhance overall customer satisfaction and loyalty.
4. **Process Improvement:**
- Identify gaps and opportunities for process improvements, utilizing innovative solutions to streamline operations.
- Collaborate with internal departments to ensure smooth coordination between the call center and other functions within the company.
- Stay updated on industry trends and competitor practices to drive continuous enhancement of services.
5. **Reporting and Analysis:**
- Prepare and present reports on call center performance, customer feedback, and operational efficiencies to senior management.
- Utilize data analytics to assess customer service outcomes and make data-driven decisions for future strategies.
### Qualifications:
**Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in call center management or a related role.
- Proven track record of leading successful teams and achieving performance goals.
**Technical Skills:**
- Proficiency in call center software and customer relationship management (CRM) tools.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Familiarity with quality assurance methodologies and customer service best practices.
**Personality Traits:**
- Driven: A self-motivated individual who consistently seeks to achieve objectives and improve personal and team performance.
- Resilient: Able to navigate and adapt to challenges, maintaining a positive attitude and focus on solutions.
**Soft Skills:**
- Strong presentation skills to effectively communicate ideas and strategies to diverse audiences.
- Innovative mindset with the ability to propose new concepts to enhance operations and service delivery.
- Excellent interpersonal and communication skills to foster strong relationships with team members and customers.
### Benefits:
- Retirement plan
- Travel and spending expenses
- Parental leave
### Working Environment:
At Tanduay Distillers, Inc., we cultivate a sense of ownership and responsibility at every level, encouraging team members to take charge of their roles and contribute to a positive corporate culture.
### Application Process:
Interested candidates are encouraged to submit their applications by **October 6, 2024**.
### Equal Opportunity Statement:
Tanduay Distillers, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered without regard to race, religion, gender, sexual orientation, or any other characteristics protected by law.
Join us at Tanduay Distillers, Inc. and help us shape the future of customer service in the beverage industry!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
