See more job openings in Business Process Outsourcing
**CLIENT**
US-based training company with a team in Manila that provides critical back office support to our global network of over 26 industry training portals that service over 4 million clients worldwide.
**JOB DESCRIPTION**
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
- Responsible for development and administration of annual department budget to attain business goals with operational stability,
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
- Manage and expand client and coworker relationships,
- Find and close new revenue opportunities within the existing client base,
- Oversee the support teams like HR, IT and Facilities
**JOB QUALIFICATION**
- Minimum 5 years of Call Center/Contact Center management experience,
- Effective leadership and analytical skills including working knowledge of P&L, staffing models, scheduling, and telecom opportunities,
- Exceptional ability to develop and manage results-oriented recruiting and training programs,
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
- Strong negotiation, interpersonal, written and oral communications skills
**ACTIVE DATES**
July 16 - September 30, 2018