Call Center Operations Manager

21 hours ago

Mandaluyong City, National Capital Region, Philippines beBeeLeadership Full time ₱1,800,000 - ₱2,500,000
Job Title:

Operations Supervisor

Job Description:

As a key member of the team, the Operations Supervisor is responsible for overseeing the daily activities of a group of call center associates. This role ensures that performance metrics are achieved by providing coaching, motivation and accountability.

Key Responsibilities:
  • Supervise a group of call center associates on a day-to-day basis, including work and attendance monitoring in accordance with organization policies and applicable legal requirements.
  • Coach direct reports regularly to ensure performance metrics are achieved at a minimum weekly.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Ensure that service delivered to customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct team meetings to ensure expedient communication of relevant information and serve as an open forum for input.
  • Stay current on internal work processes, policies and procedures. Attend required manager development training.
  • Promote the company's values through both behavior and attitude, including being an advocate for team members.

Candidate Profile:

  • Associate's degree in a related field with two to four years of relevant experience preferred.
  • A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Ability to work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach and provide direction to a team of employees.
  • Willingness to work a flexible schedule.

This role requires strong leadership skills, excellent communication skills, and the ability to motivate and coach team members to achieve performance expectations. The ideal candidate will have experience in a call center environment, preferably in a supervisory or management role. Additionally, they should be highly motivated, able to work well under pressure, and have strong analytical and problem-solving skills.

Requirements:

Required Skills:

  • Strong leadership skills
  • Excellent communication skills
  • Motivation and coaching skills
  • Ability to work well under pressure
  • Strong analytical and problem-solving skills

Preferred Qualifications:

  • Associate's degree in a related field
  • Two to four years of relevant experience

Benefits:

The successful candidate will enjoy a competitive compensation package and opportunities for professional growth and development.

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