Call Center Manager

4 weeks ago

Pasig, Philippines Filglobal Call Center Inc. Full time

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness . To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. Call Center Manager Responsibilities Hiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. Assisting other management team members in identifying trends and establishing call center goals. Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing replacements or refunds. Taking on other tasks or projects to support employees, other managers, and call center operations. Call Center Manager Requirements Proven experience as call center manager or similar position Experience in customer service is required Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and call center equipment/software programs Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability Positive and patient Bachelor degree holder ; Higher degree in a relevant discipline will be appreciated #J-18808-Ljbffr

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