**Job Title:** Remote Call Center Manager
**Company:** Globe Telecom
**Location:** Quezon City, NCR, PH
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Application Deadline:** ********
### Job Description
Globe Telecom is seeking a dedicated and experienced Remote Call Center Manager to join our dynamic team. This role is pivotal in maintaining the high-quality service standards our customers expect while leading and motivating a dispersed team of call center representatives. The ideal candidate will possess robust management skills, resilience in the face of challenges, and a confident demeanor to manage both team dynamics and customer interactions effectively.
### Responsibilities
- **Team Leadership:**
- Supervise, mentor, and develop a remote team of call center representatives to achieve and exceed performance targets.
- Foster a positive and motivating work environment that promotes productivity and teamwork.
- **Operational Management:**
- Oversee daily call center operations, ensuring compliance with company policies, procedures, and customer service standards.
- Implement and monitor key performance indicators (KPIs) to evaluate team performance and ensure continuous improvement.
- **Training and Development:**
- Develop and implement training programs that elevate the skill set of the team, focusing on product knowledge, sales techniques, and customer service excellence.
- Conduct regular performance evaluations, providing constructive feedback and recognition for achievements.
- **Customer Experience Enhancement:**
- Analyze call center metrics to identify trends and areas for improvement, implementing strategies to enhance customer satisfaction.
- Address escalated customer issues with the aim of resolving complaints efficiently and effectively.
- **Strategic Planning:**
- Collaborate with senior management to define departmental goals and create strategic plans that align with the overall objectives of Globe Telecom.
- Participate in budget planning and resource allocation for the call center.
- **Technology Utilization:**
- Oversee the implementation and maintenance of call center technology and tools to optimize team productivity and streamline operations.
- Ensure team adaptation to new technologies and tools to enhance service delivery and efficiency.
### Requirements
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- A minimum of 8 years of experience in call center operations, with at least 3 years in a managerial role.
- **Skills & Competencies:**
- **Technical Skills:** Proficient in call center software and CRM tools, with a good understanding of data analysis.
- **Leadership Skills:** Proven ability to lead and motivate diverse teams in a remote working environment.
- **Resilience:** Capacity to thrive under pressure and maintain a calm and composed demeanor in challenging situations.
- **Confidence:** Strong presence to effectively engage with team members and stakeholders.
- **Emotional Intelligence:** Aptitude for understanding and managing one's own emotions, as well as the emotions of others.
- **Time Management:** Effective prioritization skills and ability to manage multiple tasks simultaneously.
### Benefits
- Paid Time Off (PTO)
- Gym membership
- Disability insurance
### Working Environment
At Globe Telecom, we nurture an entrepreneurial atmosphere, even within an established organization. We encourage innovation and have a culture that promotes the professional growth of our employees while valuing work-life balance.
### Equal Opportunity Statement
Globe Telecom 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, age, sexual orientation, disability, or any other characteristic protected by applicable law.
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If you're ready to take on this exciting challenge and you meet the qualifications, we would love to hear from you. Apply before the deadline of ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
