Call Center Operations Manager

6 days ago


Cebu City, Philippines TASQ Staffing Solutions Full time

Call Center Operations Manager - Retail (Cebu City) Position: Operations Manager - Retail (Cebu) | Onsite Account Type: Retail Start Date: August 15 Work Arrangement: Fully Onsite in Cebu City Shift Schedule & Rest Days: 24/7 coverage Educational Requirement: Bachelor's Degree Work Experience: At least 4 years of experience as an Operations Manager or Senior Group Leader in any domain, preferably in retail Responsible for managing three Assistant Managers and conducting business reviews Responsibilities: Team Leadership and Development: Leading and mentoring call center supervisors, coaching teams on best practices, fostering a culture of accountability and continuous improvement, and overseeing hiring, coaching, and performance management. Performance Management and Monitoring: Tracking and managing key performance indicators (KPIs), analyzing team and individual performance to identify trends and areas for improvement, and implementing strategies to enhance revenue and profitability. Operational Excellence and Strategy: Developing and executing strategies to boost productivity, customer satisfaction, and employee engagement; evaluating team results and setting objectives; and maintaining or improving call center operations. Customer Service and Quality Assurance: Implementing strategies to enhance customer satisfaction, resolving operational issues, ensuring compliance with industry regulations and quality standards, and collecting customer feedback. #J-18808-Ljbffr



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