Call Center Manager

3 days ago

Pasig, National Capital Region, Philippines Filglobal Call Center Inc. Full time ₱30,000 - ₱60,000 per year

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center Manager Responsibilities

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.

  • Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

  • Assisting other management team members in identifying trends and establishing call center goals.

  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

  • Authorizing replacements or refunds.

  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Call Center Manager Requirements

  • Proven experience as call center manager or similar position

  • Experience in customer service is required

  • Knowledge of performance evaluation and customer service metrics

  • Solid understanding of reporting and budgeting procedures

  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

  • Proficient in MS Office and call center equipment/software programs

  • Outstanding communication and interpersonal skills

  • Excellent organizational and leadership skills with a problem-solving ability

  • Positive and patient

  • Bachelor degree holder ; Higher degree in a relevant discipline will be appreciated

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