Contact Center Manager

3 days ago

Pasig, Philippines IDP International Education Specialists Full time

Contact Center Manager Location: Pasig, PH Requisition ID: 3568 About IDP IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world. Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world. The Contact Center Manager will oversee the daily operations of our contact center team. You will ensure the achievement of contact center KPIs, manage a team of contact center agents, and drive continuous process improvements. Your leadership will directly influence team performance, operational efficiency, and the overall success of our student engagement efforts. We are seeking a manager with strong operational management skills, exceptional interpersonal abilities, and a passion for driving results in contact center operations. The ideal candidate will possess an agile mindset, a data-driven approach, and a talent for coaching and developing teams. This is a full-time role based in Quezon City, reporting to the Country Marketing Manager, with opportunities for growth within IDP. Required experience Over 5+ years of contact center experience, with a proven track record of leading high-performing teams. A bachelor’s degree in Business Administration, Communications, or a related field. Strong leadership skills, including coaching, motivating, and performance management. Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders. Data-driven mindset with proficiency in contact center technologies, CRM systems, and analytical tools. Experience in developing and implementing operational processes, policies, and standards for contact center calling campaigns. Proven ability to manage multiple priorities, address challenges, and deliver results in a fast-paced environment. Reliability, professionalism, and a proactive leadership style. Good to have Prior experience in outbound calling and telesales is preferable. Experience handling call centre operations in other offshore markets is desirable. Experience with workforce management software and reporting tools. Knowledge of industry best practices and emerging trends in contact center. Ability to lead change management initiatives effectively. Client-Centric Mindset – ensures exceptional service delivery and client satisfaction. Problem-Solving & Decision-Making – proactive in resolving issues and improving processes. #J-18808-Ljbffr

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