Call Center Operations Manager

5 days ago


Cebu City, Central Visayas, Philippines CallTek Full time

At CallTek, we are seeking a seasoned Customer Service Leadership professional to lead our contact center team. As the Call Center Operations Manager, you will oversee the day-to-day activities of our call center, ensuring seamless customer service delivery and driving performance excellence.

Responsibilities
  • Manage a high-performing team of customer service representatives and supervisors
  • Develop and implement effective call center policies and procedures
  • Analyze key performance indicators (KPIs) to optimize call center efficiency and quality
  • Provide regular coaching and feedback to team members to enhance performance
  • Collaborate with cross-functional teams to resolve complex customer issues
  • Create and maintain detailed reports on call center performance metrics
Requirements
  • Minimum 3-5 years of experience in customer service leadership or related role
  • Proven track record of successfully managing and leading a high-performing call center team
  • Strong knowledge of contact center operations and best practices
  • Excellent communication and interpersonal skills
  • Able to analyze data and make informed decisions
  • Familiarity with call center software and systems
  • Able to multitask and prioritize tasks in a fast-paced environment
  • Strong problem-solving and decision-making abilities


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