Call Center Operations Director

2 weeks ago


Tarlac City, Central Luzon, Philippines Sutherland Full time
Job Summary

We are seeking a highly motivated and experienced Call Center Operations Director to join our team. In this role, you will be responsible for leading performance improvement initiatives, analyzing service level performance, collaborating with cross-functional teams, and developing and maintaining reports.

Key Responsibilities

The successful candidate will:

  1. Develop and Implement Operational Strategies: Design and implement data-driven strategies to enhance service quality, reduce errors, and increase productivity.
  2. Lead Cross-Functional Teams: Collaborate with floor supervisors, operations managers, and other stakeholders to develop and implement process improvements.
  3. Analyze Service Level Performance: Monitor and analyze KPIs such as Service Level, Abandonment Rate, and Handling Capacity to identify trends and areas for improvement.
  4. Develop and Maintain Reports: Create and maintain detailed reports on service level performance, including analysis of KPIs and recommendations for improvement.
Requirements

We are seeking candidates with:

  • A minimum of three years of experience in a call center environment.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Bachelor's degree in a related field or equivalent experience.


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