**Job Title:** Contact Center Manager
**Company:** Uproot Urban Farms
**Location:** Taguig, NCR, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
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### Job Description
Uproot Urban Farms is a pioneering company that integrates cutting-edge technology with sustainable urban farming practices to deliver fresh produce right to our communities. We are seeking a dedicated and experienced **Contact Center Manager** to join our team in Taguig, NCR. This part-time position is perfect for an individual who possesses a strong background in contact center management and is eager to contribute to a forward-thinking organization that values innovation and sustainability.
**Key Responsibilities:**
1. **Operational Management:**
- Oversee the daily operations of the contact center, ensuring efficient and high-quality service delivery.
- Develop and implement contact center strategies, processes, and policies that align with company objectives.
- Monitor and manage performance metrics to ensure that service level agreements (SLAs) are met and exceeded.
- Identify areas for improvement in workflows and implement solutions to enhance productivity.
2. **Team Leadership:**
- Recruit, train, and mentor contact center staff, fostering a positive team environment that encourages collaboration and growth.
- Conduct regular performance evaluations, offering constructive feedback and facilitating professional development opportunities.
- Motivate team members through recognition programs and performance rewards, promoting a culture of excellence.
3. **Customer Experience Management:**
- Ensure exceptional customer service standards are maintained, addressing any escalated customer concerns or complaints effectively and promptly.
- Gather and analyze customer feedback to identify trends and opportunities for service enhancements.
- Work closely with other departments (e.g., sales, marketing, logistics) to ensure a seamless and cohesive customer experience.
4. **Reporting and Analysis:**
- Prepare and present regular reports on contact center performance, including KPIs, team productivity, and customer satisfaction levels to senior management.
- Utilize analytics tools to monitor call volume trends and customer interactions, adjusting staffing and resources accordingly.
5. **Compliance and Quality Assurance:**
- Ensure all team activities comply with company policies, industry regulations, and best practices.
- Develop quality assurance initiatives to monitor, evaluate, and improve service interactions.
6. **Technology Utilization:**
- Oversee the integration and utilization of contact center technologies, ensuring the team has the necessary tools to effectively serve customers.
- Stay informed on advancements in contact center technology and recommend upgrades or new systems as appropriate.
### Requirements
**Education and Experience:**
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 8 years of experience in a contact center environment, with at least 4 years in a managerial role.
**Skills and Competencies:**
- Strong strategic thinking and problem-solving skills.
- Excellent verbal and written communication skills in both English and Filipino.
- Proficient in contact center software and CRM systems.
**Personality Traits:**
- Resourceful: Ability to find solutions and innovate under pressure.
- Reliable: Consistently meets deadlines and maintains productivity.
**Soft Skills:**
- Persuasive: Capable of influencing and negotiating with various stakeholders.
- Adaptable: Comfortable adjusting to changing business needs and environments.
### Benefits
- Dental insurance
- Paid overtime
- Profit sharing
### Working Environment
Uproot Urban Farms recognizes and rewards team members based on performance and merit. We are committed to fostering a supportive and engaging work environment where contributions are valued and employees can thrive.
**Deadline to Apply:** September 19, 2024.
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**Equal Opportunity Statement:** Uproot Urban Farms is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
