Contact Center Quality Assurance Specialist

4 days ago


Pasig, National Capital Region, Philippines Mass Markets Full time
Job Description

We are seeking an experienced Call Center Operations Manager I to join our team at Mass Markets. This full-time, on-site position requires the candidate to lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.

The successful candidate will be responsible for coaching and developing reports on customer service processes and best practices, managing metrics, performance criteria, policies, and procedures to improve call center productivity continuously, and driving a culture of accountability, continuous improvement, and personal excellence.

The ideal candidate will have a background in call center operations management and customer service, technical support, or back-office experience.

This is a unique opportunity to grow your career and make a difference in the lives of our clients.

Key Responsibilities
  • Leading a team of call center supervisors.
  • Coaching and developing reports on customer service processes.
  • Managing metrics, performance criteria, policies, and procedures.
  • Driving a culture of accountability, continuous improvement, and personal excellence.
  • Directing workforce management activities and setting performance goals and objectives.
  • Developing and maintaining strategy on ensuring customer satisfaction.
  • Providing team motivation and development to maximize sales opportunities.
  • Monitoring overall performance and productivity of direct reports.
  • Reviewing and submitting weekly payroll.
  • Driving the growth of revenue and profit originating from a call center.
  • Meeting performance, efficiency, and quality assurance targets.
  • Monitoring individual and team results to identify and act on both positive and negative performance.


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