Call Center Operations Director

1 week ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱500,000 - ₱1,000,000
Operations Manager Call Center">

Job Summary:

Our organization seeks an experienced Operations Manager to oversee call center operations and ensure efficient customer service delivery.

This pivotal role requires strong leadership skills, project management expertise, and the ability to drive continuous improvement in call center operations.

As an Operations Manager, you will be responsible for leading a team of call center representatives, developing and implementing process improvements, and ensuring high-quality customer service delivery.

You will work closely with other departments to identify and address underperformance among team members, manage cases across all products and departments, and create reports on team progress and performance.

Additionally, you will analyze Salesforce reports to monitor call center performance, identify areas for improvement, and develop strategies to enhance customer satisfaction.

  • Key Responsibilities:
  • Manage day-to-day call center operations, including staff scheduling, training, and coaching.
  • Develop and implement process improvements to increase efficiency and reduce costs.
  • Lead cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
  • Collaborate with other departments to develop and implement business strategies that align with organizational goals.
  • Ensure compliance with industry regulations and best practices.
Required Skills and Qualifications:
  • 5+ years of experience in call center management or a related role.
  • Proven experience in project management and process improvement.
  • Excellent leadership and people management skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication skills with clients, stakeholders, and team members.
  • Proficiency with call center software and systems.
  • Knowledge of industry regulations and best practices.

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