Responsibilities
- Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.
- Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues.
- Detect skill and performance gaps in employees.
Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
- Prepare weekly and monthly KPI reports for submission to executive management.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
- Accomplish organization goals by accepting ownership for accomplishing new and different requests
Explore opportunities to add value to job accomplishments.
- Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs.
- Establish high standards for productivity, quality, customer service, as well as define user guidelines.
- Establish daily team goals, including informing team members of promotions and incentive programs.
- Ensure that all relevant communications, records, and data related to operations are updated and recorded.
- Monitor call metrics by tracking effectiveness in call time, quality, and customer experience.
- Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Review staff performance, identify training needs, and plan training sessions.
- Organize staffing, including shift patterns and the number of staff required to meet demand.
- Coach, motivate, and retain staff.
- Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes.
- Execute new policies in operations.
The main goal is assuring fast assimilation and immediate implementation.
- Provide a solid leadership model for the employees.
- Encourage employees to meet their targets.
**Job Types**: Full-time, Permanent
**Salary**: Php57,500.00 - Php65,000.00 per month
**Benefits**:
- Additional leave
- Company events
- Employee discount
- Flexible schedule
- Health insurance
Schedule:
- Flexible shift
Supplemental Pay:
- 13th month salary
- Anniversary bonus
- Performance bonus
COVID-19 considerations:
Maintain physical distancing in common areas and wearing of face masks.
**Experience**:
- Operations Management: 3 years (required)
- Call Center Environement: 5 years (required)