**Job Title:** Contact Center Manager
**Company:** Workbean
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+
### Job Description:
Workbean is seeking a dedicated and experienced Contact Center Manager to lead our Cebu operations. Our ideal candidate is a highly motivated and hardworking professional who thrives in a fast-paced environment. The successful applicant will be responsible for overseeing the daily operations of our contact center, ensuring that our team delivers top-notch customer service and achieves performance metrics. You will work closely with various departments to align contact center strategies with broader business objectives.
### Key Responsibilities:
1. **Team Leadership & Development:**
- Recruit, train, and develop a high-performing contact center team.
- Foster a positive, inclusive, and collaborative work environment that encourages teamwork and professional growth.
- Conduct regular performance reviews, provide constructive feedback, and implement training programs.
2. **Operational Management:**
- Oversee the daily operations of the contact center, ensuring compliance with company policies and industry standards.
- Develop and implement processes and procedures to improve efficiency and service quality.
- Monitor key performance indicators (KPIs) and analyze performance data to identify areas for improvement.
3. **Customer Service Excellence:**
- Ensure that team members adhere to service level agreements (SLAs) and deliver exceptional customer experiences.
- Handle escalated customer inquiries and resolve complex issues effectively and efficiently.
- Gather customer feedback and insights to inform service enhancements.
4. **Strategic Planning & Reporting:**
- Collaborate with senior management to develop and execute strategic initiatives for the contact center.
- Prepare and present regular reports on contact center performance, challenges, and opportunities.
- Stay abreast of industry trends and best practices to drive continuous improvement.
5. **Project Management:**
- Lead special projects and initiatives aimed at improving contact center operations and performance.
- Coordinate with IT and other departments to implement new technologies or tools that enhance service delivery.
6. **Budgeting & Resource Management:**
- Assist in developing and managing the contact center budget, ensuring resource allocation aligns with business goals.
- Optimize staffing levels to meet operational demands while controlling costs.
### Requirements:
**Education & Experience:**
- Bachelor's degree in Business Administration, Management, or a related field.
- A minimum of 6 years of experience in contact center operations, with at least 3 years in a managerial role.
**Personality Traits:**
- Highly motivated and dedicated to achieving results.
- Strong work ethic, demonstrating a commitment to excellence in all aspects of the job.
**Soft Skills:**
- Exceptional teamwork skills, fostering collaboration among diverse teams.
- Proficient in project management, capable of leading initiatives from inception to completion.
**Technical Skills:**
- Proficiency in contact center software and customer relationship management (CRM) tools.
- Strong analytical skills to interpret data and make evidence-based decisions.
**Additional Qualifications:**
- Excellent communication and interpersonal skills.
- Ability to thrive in a dynamic, fast-paced environment.
### Benefits:
- Profit sharing: Participate in the financial success of the company.
- Company equipment: Provided necessary tools to perform your job effectively.
- Parental leave: Support for employees during important life events.
### Working Environment:
At Workbean, we embrace diversity and strive to create an inclusive culture that values and respects all perspectives. We believe that a diverse workforce drives innovation and enhances our capabilities.
### Application Deadline:
Please submit your application by **October 15, 2024**.
### Equal Opportunity Statement:
Workbean is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all applicants, without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic, to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
