Call Centre Manager

4 days ago

Baguio City, Cordillera, Philippines XFUTURE Full time ₱900,000 - ₱1,200,000 per year

Requirements:

  1. Establishment, people arrangement and daily comprehensive management of the customer service team. And to coordinate the supporting role (hiring, ADM, QI, Training & Tech) to support.
  2. Formulate customer service standards and processes (including voice/email/work orders, etc.), and can do the training.
  3. Align with business plans of the sales department, arrange the work schedule of the agents, check daily attendance and conduct KPI appraisal to ensure customer service work could be carried out properly.
  4. Continuously optimize the work allocation, work processes and service systems via data analysis, and put forward improvement suggestions to improve both employee and customer satisfaction.
  5. Able to handle the major complaints, and synchronize it with collaborative departments promptly to help to resolve customer problems collaboratively.
  6. Ensure a seamless communication and cooperation with HQ, and able to follow HQ work arrangement/instructions, on an accurate, complete and timely manner.

Qualifications:

  1. Education requirements: College degree or above.
  2. Major requirements: Foreign languages, law, information technology, management, financial accounting, etc. No restrictions on majors if the candidate has rich work experience.
  3. Work experience (important): 3 years or more experience of leading a customer service management team, (Voice/email/Work Order), either in internal customer service or BPO industry. The team size is or more than 100 people. Quality Inspection & Training background is a plus.
  4. Skill requirements: Fluent English speaking, proficient in Office excel, strong communication skills, familiar with customer service management workflow and major software.
  5. Other requirements: Good health and competent for the job. Able to work onsite in Baguio office.

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