Call Center Team Lead

19 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeOperations Full time ₱1,500,000 - ₱3,000,000

We are seeking an Operations Director to lead our Call Center team. The successful candidate will provide guidance, support, and career development to enhance customer satisfaction and productivity.

Key Responsibilities
  • Spearhead directives from senior leadership in the Call Center.
  • Develop and empower skilled Call Center Supervisors to optimize performance.
  • Prioritize goals to achieve business objectives effectively.
  • Foster collaboration with various teams including HR, Training, Workforce, Finance, and Quality.
  • Drive improvements in people, processes, and technology to enhance overall efficiency.
  • Ensure client, subscriber, and quality expectations are consistently met.
  • Recognize and reward outstanding performers who demonstrate exceptional skills and dedication.
  • Maintain a strong presence on the floor and promote open communication with staff to foster a positive work environment.
Qualifications
  • A minimum of 2 years' post-secondary education or equivalent.
  • 5-8 years of experience in call center management, with 2-3 years in a supervisory role.
  • At least 1 year of operations management experience within a tech-sales environment.
  • Strong knowledge of call center operations, metrics, and tools (ACD, workforce, quality systems).
  • Proficiency in MS Office applications.
  • Proven track record in:
  • Setting clear vision, strategy, and company culture.
  • Leading and motivating diverse teams across multiple levels.
  • Driving results and improving performance through data-driven decision-making.
  • Managing cross-functional collaborations to achieve common goals.
  • Adapting quickly to fast-paced, dynamic environments.
  • Excellent communication, problem-solving, and decision-making skills.
  • Strong organizational abilities; capable of managing multiple priorities concurrently.
  • Demonstrated credibility, integrity, and ability to influence at all levels within the organization.

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