Operational Project Lead

7 days ago


Cebu City, Central Visayas, Philippines CallTek Full time

At CallTek, we are seeking an experienced Operational Project Lead to oversee the operations and performance of our call center. This pivotal role requires strong leadership skills, project management expertise, and the ability to drive continuous improvement in our call center operations.

Key Responsibilities
  • Oversee the development and implementation of project plans and strategies to enhance call center efficiency and effectiveness.
  • Leverage Salesforce reporting capabilities to monitor key performance indicators and identify areas for process improvement.
  • Maintain high-level case management across all products and departments, ensuring timely resolution of customer inquiries.
  • Conduct regular team meetings and create progress reports to track the overall performance of the team.
Requirements
  • Minimum 3-5 years of experience in call center management or a related field.
  • Demonstrated experience in project management and driving process improvements.
  • Excellent leadership and people management skills, with the ability to effectively communicate with clients, stakeholders, and team members.
  • Strong analytical and problem-solving abilities, with 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.


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