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Call Center Management Specialist

1 week ago

Manila, National Capital Region, Philippines Manila Water Company, Inc. Full time
Job Summary

The Customer Data and Call Center Manager will be responsible for managing the Call Center's operations, ensuring excellent customer service quality and complaint resolution. This role requires strong leadership and analytical skills, with the ability to work closely with the contact center team, leadership, and external stakeholders.

Key Responsibilities
  1. Manage Contact Center Operations: Ensure seamless day-to-day activities, including transaction accuracy and coaching of agents/team leaders.
  2. Plan and Implement Business Continuity Schemes: Collaborate with the contact center management to develop and implement business continuity plans.
  3. Analyze Customer Complaints: Review data on customer complaints, escalating issues promptly and raising alarms when necessary.
  4. Communicate with Customers: Engage directly with customers to acknowledge escalated complaints and address their concerns.
  5. Ensure Accurate Financial Management: Monitor and settle contact center and other customer channel billings accurately and on time.
Required Skills and Qualifications
  • Bachelor's Degree in Business Management or equivalent.
  • Strong Written, Verbal, and Interpersonal Communication Skills.
  • Proficient in MS Office Applications.
  • Work Experience in Contact/Call Center Industry.