Call Center Operations Director

2 days ago

San Fernando, Central Luzon, Philippines beBeeLeader Full time ₱240,000 - ₱320,000
Job Overview

This leadership position oversees daily call center operations, driving excellence across various campaigns. Expertise ensures seamless execution of business processes and efficient agent performance management.


Key Responsibilities:
  • Supervise and monitor daily operations to meet established KPIs and SLAs.
  • Coach and develop agents through regular feedback and training sessions.
  • Manage schedules, attendance, and real-time adherence to optimize productivity.
  • Escalate customer issues and resolve them promptly while maintaining high service quality.
  • Collaborate with the QA and Training teams to enhance agent skills and knowledge.
  • Analyze performance reports and implement data-driven strategies to improve results.
  • Foster a positive team culture encouraging growth and development.

Qualifications and Requirements
  • Bachelor's degree or equivalent education and experience combination.
  • Minimum 3 years supervisory experience in a call center environment.
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency in contact center tools, CRM systems, and reporting platforms.
  • Ability to manage performance in fast-paced environments and adapt to change.

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