Senior Customer Care Representative

5 days ago

Pasig, National Capital Region, Philippines beBeeCustomerService Full time ₱2,500,000 - ₱3,500,000
Customer Service Operations Manager

The Customer Service Operations Manager is a key member of the customer service team, responsible for overseeing the day-to-day operations of customer care representatives. This includes managing performance, resolving issues, and meeting business objectives.

Key Responsibilities:
  • Conducting regular performance reviews and contributing to performance management initiatives.
  • Acting as a liaison between internal and external groups to facilitate effective communication and collaboration.
  • Developing and implementing critical account initiatives to drive business growth and customer satisfaction.
  • Providing input on policies and processes that impact operations, ensuring alignment with business goals.
  • Leading a team of customer care representatives to achieve optimal execution of operations activities and meet/exceed performance metrics.
  • Coordinating staffing requirements, scheduling, and leaves to ensure seamless delivery of services.
  • Managing call volumes, forecasting, and spikes in call volume to maintain exceptional customer experience.

Requirements: Requires a Bachelor's degree and 5 years of related experience in a call center environment or equivalent education and experience. The ideal candidate should possess excellent leadership, communication, and problem-solving skills, with a proven track record of achieving business objectives.

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