Senior Call Center Manager

2 weeks ago

Bacolod City, Western Visayas, Philippines beBeeLeadership Full time ₱2,736,000 - ₱5,047,200
Job Title:

Operations Supervisor

As a key member of our team, the Operations Supervisor will oversee call center staff and be responsible for assigning tasks, motivating and disciplining employees and assessing performance.

  • Hiring, training and preparing call center representatives to respond to customer inquiries and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards and policies.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action if necessary.
  • Identifying creative ways to reduce costs by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
  • Driving continuous improvement through trend reporting analysis and metrics management.
  • Offering new ideas and suggestions for improvement.
  • Identifying and implementing new practices and processes that are best in field.
  • Demonstrating a commitment to customer service; anticipating, meeting and exceeding expectations by solving problems quickly and effectively; making customer issues a priority.
  • Conferring with reporting manager on complex or unusual situations.
  • Exchanging knowledge and information with other facilities to ensure best practices are shared throughout the organization.
  • Ensuring 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
  • Maintaining discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal or customer specific.
  • Interpreting a variety of instructions furnished in written, oral, diagram or schedule form.
  • Understanding and embracing the business and operations strategic direction.
  • Performing other duties as assigned.
Required Skills and Qualifications:
  • 3 or more years of call center experience in collections/sales/customer service/technical support.
  • 1 or more years of supervisory experience.
Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

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