Call Center Manager Lead

5 days ago


Davao City, Davao, Philippines IBEX Global Solutions (Philippines) Inc. Full time

About the Role:

This Operations Manager position is a critical component of our organization's success. The ideal candidate will have a strong background in managing teams and driving business growth.

Key Responsibilities:

  • Drive team performance to exceed sales targets
  • Develop and implement strategies to improve team productivity
  • Monitor and address performance/behavior/attendance issues
  • Manage day-to-day account and related matters
  • Provide training and development opportunities for team members
  • Analyze data to inform business decisions and enhance call centre performance
  • Address TKS, personnel, and payroll matters
  • Conduct annual performance appraisals
  • Responsible for staffing and hiring decisions
  • Maintain current employee records on direct reports
  • Review CMS statistics daily and provide feedback
  • Provide Subject Matter Expertise
  • E nsure subordinates' training needs are met
  • Modify operations as needed to meet service level agreements under supervision
  • Complete client-related training successfully
  • Resolve escalated customer issues
  • Hold regular team meetings with direct reports
  • Communicate process and client changes to direct reports within specified timelines
  • Promote the use of all centre communication tools

Requirements:

  • Bachelor's degree (any field) is preferred
  • At least 2 years experience as an Operations/Program Manager in Call Center/BPO setting
  • Preferably with Airline & Hotel Reservation background/experience but not required
  • Excellent communications skills
  • Strong customer service background
  • Good leadership and interpersonal skills
  • Role Model (leadership by example)
  • Professional demeanor
  • Up-to-date management skills and understanding of employee motivation
  • Sense of urgency and responsibility
  • Understanding of key performance indicators including working knowledge to drive appropriate behavior
  • Willingness to work on-site
  • Ability to start immediately


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