Job Description:
We are seeking a dynamic and experienced Contact Center Manager to join our team at AQWIRE in Cebu, Central Visayas, Philippines. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring smooth and efficient customer service delivery.
Responsibilities:
1. Manage and lead a team of contact center agents to meet and exceed performance targets.
2. Develop and implement strategies to improve customer service delivery and efficiency.
3. Monitor and analyze key performance metrics to identify areas of improvement.
4. Train and coach contact center agents to enhance their skills and performance.
5. Handle escalated customer issues and provide timely resolutions.
6. Collaborate with other departments to ensure seamless communication and coordination.
7. Stay updated on industry best practices and implement innovative solutions.
8. Maintain a positive and motivating work environment for contact center agents.
9. Prepare reports and presentations on contact center performance for management.
Requirements:
1. Bachelor's degree in Business Administration or a related field.
2. Minimum of 5 years of experience in a contact center or customer service management role.
3. Strong leadership and communication skills.
4. Energetic and dedicated personality traits.
5. Emotional intelligence and innovation soft skills.
6. Ability to work in a fast-paced and dynamic environment.
7. Proficiency in contact center software and tools.
8. Excellent problem-solving skills and attention to detail.
Benefits:
1. Remote work flexibility.
2. Training & professional development opportunities.
3. Company transportation provided.
Working Environment:
At AQWIRE, we strive to cultivate a sense of ownership and responsibility at every level. We value teamwork, collaboration, and continuous improvement to achieve our goals.
Deadline to Apply:
July 12, 2024
Equal Opportunity Statement:
AQWIRE is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
