Contact Center Leadership Role

6 days ago

San Fernando, Central Luzon, Philippines beBeeLeader Full time ₱1,000,000 - ₱1,200,000
Job Title

A leader is sought to manage a team of contact center agents, driving performance and ensuring service excellence across client campaigns.

The ideal candidate will have a proven track record in supervising and supporting teams to meet performance targets and client SLAs. Key responsibilities include monitoring real-time operations, managing schedules, and ensuring adherence to workforce plans.

Strong leadership, coaching, and communication skills are essential for success in this role. The ability to analyze performance reports and implement action plans to address gaps is also crucial.

Candidates with a diploma or degree in Business, Communications, or a related field are preferred. At least 2 years of experience in a supervisory role within a BPO or contact center is required.

This is an excellent opportunity for a results-driven individual who thrives in a fast-paced setting and has a passion for leadership.

Key Responsibilities:
  • Supervise and support a team of contact center agents.
  • Monitor real-time operations and manage schedules.
  • Provide coaching, feedback, and performance evaluations.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with QA, Training, and Workforce teams.
  • Analyze performance reports and implement action plans.
Benefits:
  • HMO coverage plus a dependent.
  • Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage.
  • Dental coverage and in-house dental assistance worth ₱5,000.
  • Free meal during training.
  • Allowances for rice, clothing, laundry and meals.
  • Performance and loyalty bonuses.
  • Opportunities for growth and promotion.
  • Employee shuttle services.
  • Company retreats and off-site events.
Other Information:

This job operates in a professional office environment. The role may require sitting/standing for long periods and using a computer and headset.

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