Online Contact Center Manager

Job Description:

Century Pacific Food, Inc. is seeking a dedicated and driven Online Contact Center Manager to join our team in Cebu, Central Visayas, PH. As a Mid-to-Senior Level position, the ideal candidate will have at least 8 years of experience in a similar role.

Responsibilities:
1. Manage and oversee the daily operations of the online contact center, ensuring efficient and effective customer service delivery.
2. Develop and implement strategies to improve customer satisfaction and retention rates.
3. Monitor and analyze key performance indicators to identify areas for improvement and implement necessary changes.
4. Lead and motivate a team of contact center agents to achieve performance targets and goals.
5. Collaborate with other departments to ensure seamless communication and coordination across the organization.
6. Conduct regular training sessions to enhance the skills and knowledge of contact center staff.
7. Handle escalated customer inquiries and complaints in a professional and timely manner.
8. Stay up-to-date on industry trends and best practices to continuously improve contact center operations.

Requirements:
1. Bachelor's degree in Business Administration or a related field.
2. Proven experience in managing an online contact center.
3. Strong leadership and people management skills.
4. Excellent communication and interpersonal abilities.
5. Ability to work under pressure and meet tight deadlines.
6. Proficiency in CRM software and other contact center technologies.
7. Flexibility to work part-time hours as needed.

Personality Traits:
- Dedicated
- Driven

Soft Skills:
- Cooperation
- People management

Benefits:
- Relocation allowance
- Training & professional development
- Vision insurance

Working Environment:
At Century Pacific Food, Inc., we encourage a culture of ongoing learning and development for personal and professional growth. Our team is dedicated to fostering a supportive and collaborative work environment where employees can thrive and succeed.

Equal Opportunity Statement:
Century Pacific Food, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, 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.