Senior Call Center Operations Manager

1 week ago

Lambunao, Philippines beBeeOperations Full time ₱250,000 - ₱500,000

Overview

Business Process Outsourcing Operations Supervisor Role

MCI is a leading provider of tailored solutions to meet the diverse needs of clients.

  • As a Business Process Outsourcing Operations Supervisor, you will oversee all aspects of our call center team and ensure an exceptional customer experience in all customer touch-points, including phone service and digital communication channels.
  • Manage a team of supervisors to develop efficient operations, promote sales and customer services, and continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic.

This is a full-time, local, on-site position requiring employees to report to work at one of our physical contact center locations.

Key Responsibilities:
  1. Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
  2. Coach and develop reports on customer service processes and best practices
  3. Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
  4. Drive a culture of accountability, continuous improvement, and personal excellence
  5. Direct workforce management activities and set performance goals and objectives accordingly
  6. Develop and maintain strategies ensuring customer satisfaction on all service interactions
  7. Provide team motivation and development to maximize sales opportunities
  8. Responsible for the overall performance and productivity of direct reports
  9. Responsible for weekly payroll review and submission to ensure correct entries
  10. Responsible for driving the growth of revenue and profit originating from a call center
  11. Proven ability to meet performance, efficiency, and quality assurance targets
  12. Monitor individual and team results to identify and act on both positive and negative performance
  13. Communicate key messages effectively to inform direct reports of process changes
  14. Provide regular feedback to supervisors regarding performance wins and areas of opportunity
  15. Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
  16. Develop and audit quality assurance strategies to ensure delivery of world-class service
  17. Determine work procedures, prepare work schedules, and expedite workflow
  18. Responsible for hiring, coaching, and terminating call center employees
  19. Be a subject matter expert on your client's business
  20. Manage remote employees as needed

Benefits

  • HMO Coverage plus a dependent (₱100,000 coverage)
  • Dental Coverage (in-house dental assistance worth ₱5,000)
  • Free meal during training
  • Career growth and learning

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