Online Contact Center Manager

Job Description:

We are looking for a passionate and motivated Online Contact Center Manager to join our team at LBC Express Holdings, Inc. in Davao City, Philippines. As a Mid-to-Senior Level position, the ideal candidate should have at least 8 years of experience in a similar role.

Responsibilities:
- Oversee the day-to-day operations of the online contact center, ensuring efficient and effective customer service delivery.
- Develop and implement strategies to improve customer satisfaction and retention rates.
- Monitor key performance indicators (KPIs) and provide regular reports to senior management.
- Lead and motivate a team of contact center agents to achieve performance targets.
- Conduct regular training sessions to enhance the skills and knowledge of contact center staff.
- Handle escalated customer complaints and provide resolutions in a timely manner.
- Collaborate with other departments to streamline processes and improve overall customer experience.
- Stay up-to-date with industry trends and best practices in online customer service.

Requirements:
- Bachelor's degree in Business Administration or related field.
- Proven experience as a Contact Center Manager or similar role.
- Strong leadership and communication skills.
- Excellent presentation and problem-solving abilities.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Proficiency in Microsoft Office and contact center software.
- Knowledge of customer relationship management (CRM) systems.
- Experience in e-commerce or logistics industry is a plus.

Benefits:
- Life insurance
- Gym membership
- Dental insurance

Working Environment:
At LBC Express Holdings, Inc., we strive to cultivate leaders who foster inclusivity and mentorship. We believe in creating a supportive and collaborative work environment where every team member can thrive and grow.

Deadline to Apply:
September 20, 2024

Equal Opportunity Statement:
LBC Express Holdings, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.