Contact Center Operations Lead

4 days ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time ₱3,750,000 - ₱4,500,000
Key Roles and Responsibilities

The Customer Data, Systems, and Contact Center Manager will lead contact center operations by monitoring key performance indicators, resolving customer relationship management errors, updating processes, ensuring continuity, benchmarking efficiency, handling escalations, and retrieving voice recordings.

  • Manage CRM and customer service channels by resolving system issues and coordinating ticket updates with stakeholders.
  • Administer the Manila Water App by endorsing customer concerns and updating CRM ticket statuses.
  • Coordinate SMS blast requests by scheduling activities and triggering notifications via provider platforms.
  • Oversee financials for contact center and SMS services, ensuring accurate billing, timely payments, and provider performance reviews.
Qualifications and Skills

To be successful in this role, candidates should possess:

  • Excellent written and verbal communication skills.
  • Proficiency in MS Office applications (Word, Excel, PowerPoint).
  • Experience in CRM systems and business process outsourcing operations.
  • Strong analytical and critical thinking skills.
  • Results-oriented mindset.
  • Willingness to work onsite at Quezon City, day shift.
Seniority Level and Employment Type

This is an entry-level contract position.

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