**Job Title**: Call Center Manager - Work from Home
**Company**: BeamAndGo
**Location**: Quezon City, NCR, PH
**Job Type**: Part-Time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 7
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**Job Description**:
BeamAndGo is seeking a highly skilled, independent, and passionate Call Center Manager to join our dynamic team on a part-time basis. In this role, you will be responsible for overseeing our call center operations, ensuring high levels of customer service, and fostering a productive and cohesive team environment, all while working from the comfort of your home. As a pivotal part of our organization, you will collaborate closely with various departments to drive performance and develop strategies aimed at enhancing customer satisfaction and operational efficiency.
**Key Responsibilities**:
1. **Team Leadership**:
- Lead, coach, and motivate a dedicated team of call center agents to achieve performance metrics and deliver exceptional customer service.
- Conduct regular performance reviews and provide constructive feedback to team members to help them reach their full potential.
2. **Operational Management**:
- Oversee day-to-day call center operations, ensuring adherence to company policies and procedures while maintaining a high level of customer satisfaction.
- Analyze call center metrics and data to identify trends, areas for improvement, and opportunities for growth.
3. **Strategic Planning**:
- Develop and implement call center strategies that support the overall goals of BeamAndGo, aligning with company objectives.
- Collaborate with senior management to design and maintain efficient processes and workflows that improve service delivery.
4. **Training & Development**:
- Design and implement comprehensive training programs for new employees and ongoing professional development for existing staff.
- Foster a culture of learning and continuous improvement within the call center team.
5. **Customer Service Excellence**:
- Establish standards for customer service and ensure that all team members adhere to these standards.
- Handle complex customer inquiries and complaints, demonstrating excellent problem-solving skills and diplomacy.
6. **Quality Assurance**:
- Develop and maintain quality assurance initiatives to monitor and enhance service quality.
- Conduct call monitoring and assessments to ensure agents meet performance benchmarks.
7. **Collaboration**:
- Work collaboratively with cross-functional teams, including marketing, sales, and product development to align customer service initiatives with business objectives.
8. **Reporting**:
- Prepare detailed reports and presentations for management, highlighting team performance, challenges, and recommendations for improvement.
**Requirements**:
- **Education**: Bachelor's degree in Business Administration, Management, or a related field.
- **Experience**:
- At least 7 years of experience in call center management or a related field.
- Proven track record of managing teams and achieving operational targets in a remote environment.
- **Technical Skills**:
- Proficient in call center management software and CRM systems.
- Strong analytical skills with experience in using data to drive decision-making.
- **Personality Traits**:
- Independent and self-motivated with the ability to work autonomously in a remote environment.
- Passionate about customer service and dedicated to fostering a positive work culture.
- **Soft Skills**:
- Strong cooperation and interpersonal skills, with the ability to build relationships across diverse teams.
- Strategic planning abilities that enhance operational efficiency and customer satisfaction.
**Benefits**:
- Parental leave for supporting family needs.
- Free accommodation for on-premises needs.
- Disability insurance for added peace of mind and security.
**Working Environment**:
At BeamAndGo, we encourage a spirit of exploration and taking calculated risks for growth. You will work in a supportive atmosphere that fosters creativity, innovation, and professional growth.
**Deadline to Apply**: September 21, 2024
**Equal Opportunity Statement**:
BeamAndGo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
