Operation Project Manager/Call Center Manager

3 weeks ago

Cebu City, Philippines Staff4Me Full time

Staff4Me is currently seeking an experienced and highly organized Operation Project Manager/Call Center Manager to join our team. As an Operation Project Manager/Call Center Manager, you will be responsible for overseeing the operations and performance of our call center, ensuring efficient and effective customer service delivery. This is a pivotal role that requires strong leadership skills, project management expertise, and the ability to drive continuous improvement in our call center operations.

Responsibilities
  1. Generate and analyze Salesforce reports to monitor call center performance.
  2. Manage cases across all products and departments at a high level.
  3. Identify and address underperformance among team members.
  4. Attend meetings and create reports on team progress and performance.
Minimum Requirements
  • 3-5 years of experience in call center management or a related role.
  • Proven experience in project management and process improvement.
  • Excellent leadership and people management skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication skills with clients, stakeholders, and team members.
  • Experience analyzing call center metrics and implementing performance strategies.
  • Proficiency with call center software and systems.
  • Knowledge of industry regulations and best practices.
  • Ability to multitask and prioritize in a fast-paced environment.
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