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Operational Performance Lead

1 week ago

Cebu City, Central Visayas, Philippines CallTek Full time

At CallTek, we are seeking an experienced and highly organized Operational Performance Lead to oversee the operations and performance of our call center. The successful candidate will be responsible for ensuring efficient and effective customer service delivery. This is a pivotal role that requires strong leadership skills, project management expertise, and the ability to drive continuous improvement in our call center operations.

About the Role
  • Oversee the day-to-day operations of the call center, including salesforce reporting and high-level case management
  • Develop and implement strategies to improve team performance and productivity
  • Analyze call center metrics and identify areas for process improvements
  • Collaborate with cross-functional teams to achieve business objectives
Requirements
  • 3-5 years of experience in call center management or related role
  • Proven experience in project management and driving process improvements
  • Excellent leadership and people management skills
  • Strong analytical and problem-solving abilities
  • Ability to effectively communicate with clients, stakeholders, and team members
  • Experience in analyzing call center metrics and implementing performance improvement strategies
  • Proficiency in using call center software and systems
  • Knowledge of relevant industry regulations and best practices
  • Ability to multitask and prioritize tasks in a fast-paced environment
What We Offer
  • A dynamic and supportive work environment
  • Ongoing training and development opportunities
  • A competitive compensation package