Call Center Manager

4 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

Staff4Me is currently seeking an experienced and highly organized Call Center Manager to join our team. As the Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring high-quality customer service delivery. You will lead a team of call center representatives, monitor and analyze call center metrics, and implement strategies to optimize performance and customer satisfaction. This is a critical role that requires strong leadership, excellent communication skills, and a passion for delivering exceptional customer service.

Responsibilities
  1. Manage a team of call center representatives and supervisors.
  2. Develop and implement call center policies and procedures.
  3. Monitor and analyze call center metrics to ensure performance goals are met.
  4. Provide regular feedback and coaching to team members to improve performance.
  5. Identify areas for process improvement and implement necessary changes.
  6. Collaborate with other departments to resolve escalated customer issues.
  7. Create and maintain reports on call center performance.
Minimum Requirements
  1. 3-5 years of experience in call center management or related role.
  2. Proven track record of successfully managing and leading a call center team.
  3. Strong knowledge of call center operations and best practices.
  4. Excellent communication and interpersonal skills.
  5. Ability to analyze data and make data-driven decisions.
  6. Experience with call center software and systems.
  7. Ability to multitask and prioritize tasks in a fast-paced environment.
  8. Strong problem-solving and decision-making abilities.
  9. Customer-focused mindset with a commitment to providing exceptional service.
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