Call Center Manager

2 days ago

Sibulan Negros Oriental, Philippines Vervent Philippines Inc. Full time ₱400,000 - ₱800,000 per year

OverviewThe Call Center Manager is responsible for call center operations across multiple sites. They are a thought leader within the organization and will provide industry and operational insights to our call center team.

Primary Responsibilities

  • Design, develop and execute company's operational call center plan
  • Deliver strong service to our customers, adherence to client requirements, and compliance with company policies and procedures
  • Direct the selection, retention, and development of the call center staff across multiple sites including monitoring new hire effectiveness along with training leadership team to identify agents for move to production, required retraining or release.
  • Identify process improvement opportunities and submit statements of work to move toward the improved structure.
  • Identify and oversee coaching and development for all levels in the call center.
  • Collaborates with senior and executive management to develop and implement current, annual, and long-term strategic plan.
  • Provide leadership in identifying process improvement, create and implement and validate creative solutions.
  • Develop policies, procedures and accountability measures to ensure consistency is maintained across all locations - i.e.: performance, QA meet expectations regardless of location.
  • Partner with compliance and project management office to ensure all call center processes exceed compliance expectations.
  • Analyze and investigate all client performance and results, recommend, design, implement and validate process optimization opportunities.
  • Maintain the strict confidentiality of sensitive information.
  • Performs other related duties as required and assigned.

Qualifications

  • Bachelor's degree in Business Administration, or related field
  • 7+ years of management experience in operations and/or call center. Preferably in financial services or operational role
  • Demonstrated coaching skills with the ability to collaborate across business lines
  • Strong working knowledge of Microsoft Office
  • Must be able to manage the development and communication of new concepts, some of which may be complex.
  • Must be able to develop creative solutions to complex problems requiring coordination across departments and stakeholders
  • Excellent communication, leadership, presentation, and interpersonal skills are required to interact with a wide variety of audiences
  • Customer focused, must be able to work on a self-initiated basis and in a team environment, and able to work extended hours

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