**Job Title: Remote Call Center Manager**
**Company:** Workbean
**Location:** Caloocan, NCR, PH
**Job Type:** Full-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
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### Job Description
Workbean is seeking an experienced Remote Call Center Manager to lead and manage our customer service operations. The ideal candidate will have a proven track record of effective team leadership and management in a remote setting, with a focus on delivering exceptional customer experiences. You will play a pivotal role in enhancing the productivity and performance of our call center team while ensuring that service standards are met and exceeded.
### Key Responsibilities
- **Team Management**: Lead a remote team of call center agents by providing direction, support, and guidance to foster a high-performance culture. Conduct regular one-on-one meetings and team huddles to encourage feedback, share best practices, and motivate the team.
- **Performance Monitoring**: Develop, implement, and analyze performance metrics to gauge team effectiveness. Utilize KPIs to set goals and benchmarks, preparing detailed reports to present progress to senior management.
- **Training and Development**: Oversee the recruitment, onboarding, and training programs for new hires, ensuring they are equipped with the necessary tools and knowledge to succeed. Design and implement ongoing training and development programs for existing staff.
- **Customer Experience Enhancement**: Lead initiatives to enhance customer satisfaction by identifying pain points in service delivery and proposing actionable solutions. Develop policies and procedures that promote a customer-centric approach.
- **Operational Oversight**: Manage day-to-day call center operations, ensuring compliance with internal policies and procedures. Monitor call queues, handle escalated customer inquiries, and implement process improvements to optimize efficiency.
- **Cross-Department Collaboration**: Collaborate with other departments (such as Sales, Marketing, and Technical Support) to align strategies and improve overall customer experience.
- **Budget Management**: Assist in the preparation and management of the department's budget, ensuring optimal resource allocation and cost-effectiveness.
- **Technology Utilization**: Assess and implement modern call center technologies (e.g., CRM systems, call routing software) to enhance operational efficiency and data reporting.
- **Crisis Management**: Utilize strong decision-making and analysis skills to navigate challenges and resolve conflicts effectively, minimizing disruptions to service delivery.
### Requirements
- **Experience**: Minimum of 8 years in call center management, with at least 3 years in a remote management role. Demonstrated success in leading teams to achieve performance goals.
- **Education**: Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is a plus.
- **Technical Skills**: Proficient in call center software and CRM systems. Strong computer skills with a working knowledge of MS Office Suite and data analysis tools.
- **Personality Traits**:
- **Adaptable**: Ability to thrive in a fast-paced, changing environment and adjust management strategies to meet evolving needs.
- **Dedicated**: Committed to the success of the team, exemplifying a strong work ethic and reliability.
- **Soft Skills**:
- Excellent decision-making capabilities to evaluate complex situations quickly and effectively.
- Strong analytical skills to interpret data and derive actionable insights for performance improvements.
- Exceptional communication skills for engaging with team members, senior management, and customers alike.
### Benefits
- Comprehensive medical coverage
- Reimbursement for travel and spending expenses
- Free food in the workplace or during events
- Performance-based recognition and rewards
### Working Environment
At Workbean, we recognize and reward contributions based on performance and merit. We foster an inclusive and supportive work environment that empowers our employees to grow and succeed.
### Deadline to Apply
Interested candidates should submit their applications by **October 29, 2024**.
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**Equal Opportunity Statement:**
Workbean is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, sexual orientation, disability, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.