Head of Contact Center Excellence

1 week ago

Mabalacat, Central Luzon, Philippines beBeeCustomerService Full time $120,000 - $140,000
Director of Customer Service Operations

We are seeking a highly visible leader to foster healthy relationships with internal business partners and promote a healthy work/life balance.

The ideal candidate will value a people-oriented culture and encourage collaboration and teamwork. They will take pride in setting employees on professional development journeys and consider their achievements their success.

This position requires extensive experience in customer service, sales leadership, and Call Center operations. The successful candidate will bring strength in developing new leaders, establishing processes, implementing controls, and instilling best practices.

This role is responsible for managing daily Call Center performance to ensure high levels of customer satisfaction. It also involves driving sales, operational, and customer service metrics by communicating expectations, motivating, and holding leaders accountable for performance and behaviors.

The team will be led to master sales behaviors, customer service capabilities, and deep product knowledge. Data will be used to identify trends, root cause, anticipate challenges, and develop team-wide action plans that drive sales and operational performance consistent with our Core Values.

This role collaborates with business partners to proactively develop improvement initiatives. It also conducts periodic employee reviews and meets annual review requirements.

The Director will successfully lead up to 500+ call center agents and management team. They will motivate and generate enthusiasm among employees to promote excellent morale. Honest and timely performance feedback will be provided while identifying opportunities for growth and learning.

A Call Center growth strategy will be developed and implemented. The departmental budget will be managed, and assistance will be provided in establishing roles and direction for the Call Center Management team.

Skills assessment, retention of valuable resources, and advancement of key business initiatives will be supported. Cost-benefit analysis and identification of cost efficiencies and savings opportunities will be performed.

We offer competitive pay and benefits, including health, dental, and vision insurance, retirement savings plan, paid time off, continuing education support, and ongoing training to grow your skills.

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