Job Description:
We are looking for a dynamic and experienced Contact Center Manager to join our team at PLDT in Davao City, Philippines. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service and meets performance targets.
Responsibilities:
- Manage and lead a team of contact center agents to ensure high levels of customer satisfaction
- Develop and implement strategies to improve efficiency and productivity within the contact center
- Monitor and analyze key performance indicators to identify areas for improvement
- Train and coach contact center agents to enhance their skills and performance
- Handle escalated customer inquiries and complaints in a professional and timely manner
- Collaborate with other departments to ensure seamless communication and coordination
- Prepare and present reports on contact center performance to senior management
- Stay up-to-date on industry trends and best practices in contact center management
Requirements:
- Bachelor's degree in Business Administration or a related field
- Minimum of 8 years of experience in contact center management
- Proven track record of successfully leading and managing a contact center team
- Strong leadership and communication skills
- Driven and confident personality traits
- Excellent research and time management skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Benefits:
- Dental insurance
- Gym membership
- Retirement plan
Working Environment:
At PLDT, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. As a Contact Center Manager, you will have the opportunity to work in a dynamic and collaborative environment where your ideas are valued and your contributions are recognized.
Deadline to Apply:
September 20, 2024
Equal Opportunity Statement:
PLDT is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, sexual orientation, or disability.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
