**Job Title:** Online Call Center Manager
**Company:** ZipMatch
**Location:** Makati, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
---
### Job Description:
Are you an energetic and driven leader with a passion for providing exceptional customer service? ZipMatch is looking for an Online Call Center Manager to join our dynamic team in Makati, NCR. As a key player in our organization, you will be responsible for overseeing our online call center operations to ensure we deliver top-notch service to our customers while fostering a collaborative and innovative environment.
**Responsibilities:**
- **Leadership and Team Management:**
- Oversee the daily operations of the online call center, managing a team of call center agents.
- Recruit, train, mentor, and develop new team members to ensure they meet performance standards and adhere to company policies.
- Conduct regular one-on-ones and performance reviews with team members, providing constructive feedback and promoting personal growth.
- **Customer Service Excellence:**
- Develop and implement strategies to improve customer satisfaction levels and issue resolution times.
- Handle escalated customer inquiries and complaints, ensuring timely and effective solutions.
- Monitor call quality and customer interactions, providing feedback and guidance to enhance performance.
- **Training and Development:**
- Design and implement ongoing training programs to equip the team with the necessary skills and knowledge to excel in their roles.
- Stay updated on industry trends and best practices, incorporating innovative techniques into training modules.
- **Operational Efficiency:**
- Analyze call center performance metrics and KPIs; prepare and present reports to senior management on team performance, operational efficiency, and areas for improvement.
- Collaborate with IT and vendors to ensure the call center technology systems are functioning optimally and are continually upgraded to meet business needs.
- **Process Improvement:**
- Identify process improvements and implement best practices to streamline operations and enhance productivity.
- Lead initiatives that improve team morale and engagement while fostering a culture of accountability and motivation.
- **Collaboration and Team Building:**
- Work cross-functionally with other departments such as Sales, Marketing, and Product Development to align call center objectives with overall company goals.
- Organize team-building activities and events to promote a strong sense of community and collaboration among team members.
---
### Requirements:
- **Education and Experience:**
- Bachelor's degree in Business Administration or a related field.
- Minimum of 6 years of experience in call center operations, with at least 2 years in a management role.
- Proven experience in customer service or a related field, demonstrating a track record of improving customer satisfaction.
- **Technical Skills:**
- Familiarity with call center management software and CRM tools.
- Proficient in data analysis and reporting tools to track performance metrics.
- **Soft Skills:**
- Innovative thinker with the ability to implement creative solutions.
- Exceptional time management skills to handle multiple priorities and deadlines effectively.
- Strong interpersonal and communication skills.
- Capable of fostering a positive team environment and encouraging collaboration.
- **Personality Traits:**
- Energetic and driven individual who leads by example.
- Ability to inspire and motivate team members, instilling a sense of purpose and direction.
---
### Benefits:
- Parental leave to support you during important family milestones.
- Free food to keep you energized during shifts.
- Employee discounts for services, making your work-life balance better.
---
### Working Environment:
At ZipMatch, we believe in building strong connections among our team members. We treat our colleagues like family, fostering an atmosphere of support, connection, and care. Join our team and be part of a culture that thrives on collaboration and innovation.
---
**Application Deadline:** September 21, 2024
**Equal Opportunity Statement:**
ZipMatch 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
