Contact Centre Professional

4 days ago

Makati City, National Capital Region, Philippines beBeeContactCentreManager Full time ₱900,000 - ₱1,200,000

Job Title: Contact Centre Manager

Key Responsibilities:

The Contact Centre Manager is responsible for overseeing the core operations of the Contact Centre. This includes implementing, executing, ensuring compliance with, and improving all processes, policies, and procedures to meet the company's performance goals.

Working closely with other Customer Care Managers and senior officers, the Contact Centre Manager will create, design, and implement Contact Centre management plans and tools. They will also work with Business Unit heads to establish standards and BU Contact Centre requirements.

The Contact Centre Manager will manage direct reports and be responsible for their performance and career development. As necessary and in case of absences, the Contact Centre Manager shall serve as back-up to other Contact Centre personnel and may be delegated tasks, as necessary.

Staff Management and Development:

The Contact Centre Manager will allocate staff according to workload and requirement. They will monitor and measure the performance of the team and individual team members, providing regular performance feedback and putting safeguards in place to support next issue avoidance.

The manager will conduct coaching and put in place corrective action plans for non- or under-performance. Regular meetings will be held to gather feedback and keep the unit updated with organisational changes or announcements.

The Contact Centre Manager will identify and recommend developmental training for staff to continuously improve their quality of work and stimulate individual and collective growth.

They will also manage transition of staff, ensure that onboarding plans are in place for incoming hires, and perform performance reviews and assessments.

Customer Centricity:

The Contact Centre Manager will conduct Root Cause Analysis (RCA) and provide a report as requested. They will consolidate reported and escalated errors from clients and distributors, profile, and coordinate with BU and other departments to resolve and put in place appropriate controls, monitoring action plans and timelines.

They will participate in customer engagement programmes to understand customer needs and expectations and make recommendations on enhancements to improve the overall customer experience.

The manager will correlate quality results to CSAT and/or D-Scope and make recommendations on aligning quality attributes to CSAT and/or D-Scope results.

Stakeholder Management:

The Contact Centre Manager will ensure SLAs are established with assigned BUs, conduct regular business reviews with stakeholders, and regularly coordinate with other departments on changes in guidelines or regulations.

They will manage relationships and agreements with internal/external customers, respond to escalated queries/concerns from customers, internal and external, and communicate with customers and other parties on sensitive matters in a timely and effective manner.

Required Skills and Qualifications:

  • Graduate of a 4-year degree course
  • Minimum of 4 years' experience as a manager or managerial positions related to Operations
  • Experience in quality, data, and/or business analysis
  • Experience in BU reporting
  • Experience in people management

Benefits:

  • Keen to details and focus on quality
  • Good interpersonal skills
  • Excellent communication skills (oral and written)
  • Strong problem-solving and analytical skills
  • Ability to adapt and multitask
  • A team player
  • Works with integrity
  • Works with less supervision
  • Proficient with Microsoft Office (Word, Excel, PowerPoint)

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