Call Center Operations Manager

3 days ago

Makati City, National Capital Region, Philippines beBeeOperations Full time ₱6,000,000 - ₱8,000,000
Job Title: Operations Manager

This role requires a seasoned leader to oversee the day-to-day operations of our call center.

  • Key responsibilities include driving Quality Assurance (QA) initiatives, providing coaching and training to team members, and ensuring operational excellence.
Main Objectives:
  • To develop and implement comprehensive QA programs aligned with client and internal standards.
  • To conduct daily quality audits of team calls and deliverables, identifying trends, risks, and improvement opportunities.
  • To deliver coaching and training to team members, achieving 100% on all internal certifications and maintaining a combined audit/coaching tracker.
  • To supervise Team Leaders, Quality Analysts, and Customer Service Representatives, addressing performance, behavior, and attendance issues promptly.
Requirements:
  • Demonstrated success as a Team Lead, QA Analyst, or similar leadership role.
  • Strong knowledge of QA processes, call auditing, and coaching techniques.
  • Ability to supervise and develop team members across multiple roles.
  • Strong client-facing communication and reporting skills.
  • Proven reliability and ability to manage staffing, schedules, and escalations.

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