Call Center Operations Manager I

Manila, PH

Position Overview

We are looking for experienced call center leaders to support commercial and public sector clients. Managers in this role coach and develop a team of 5‑10 supervisors and are directly responsible for the performance of their team.

Position Responsibilities

• Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop reports on customer service processes and best practices
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Drive a culture of accountability, continuous improvement, and personal excellence
• Direct workforce management activities and set performance goals and objectives accordingly
• Develop and maintain a strategy for ensuring customer satisfaction on all service interactions
• Provide team motivation and development to maximize s...