Call Center Manager Lead

7 days ago


Manila, National Capital Region, Philippines Qualfon Corporation Full time
Job Overview

As a Call Center Manager Lead, you will play a critical role in driving the success of our call center operations at Qualfon Corporation.

Key Responsibilities:
  • Operational Excellence
    • Develop and implement effective processes to improve customer satisfaction, first-call resolution, and overall performance.
    • Maintain high levels of quality, ensuring compliance with established standards and best practices.
  • Team Development
    • Skillfully manage and develop a team of call center agents, coaches, and trainers, focusing on continuous improvement and career growth.
    • Foster a culture of innovation, creativity, and constructive feedback.
  • Customer Experience
    • Partner with internal stakeholders to deliver exceptional customer experiences, leveraging technology and process improvements to enhance service quality.
    • Collaborate with cross-functional teams to resolve complex issues, ensuring timely and effective resolutions.
  • Process Improvement
    • Analyze data and metrics to identify opportunities for improvement, implementing changes that drive increased efficiency, productivity, and quality.
    • Lead the implementation of new technologies, tools, and methodologies to enhance operational capabilities.

Your Background:

  • You hold a Bachelor's degree in a relevant field and have at least 5 years of experience in call center operations, with 2-4 years in a supervisory or managerial role.
  • You bring expertise in process improvement, change management, and team development, with a strong track record of delivering results in fast-paced environments.

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