Shift Manager

2 weeks ago

Iloilo City, Western Visayas, Philippines Caring-One Iloilo Call Center Services Full time ₱250,000 - ₱500,000 per year

About the role

Caring-One Iloilo Call Center Services is seeking an experienced Shift Manager to join our dynamic team in Iloilo, Western Visayas. As a Shift Manager, you will be responsible for leading and motivating our call centre teams to deliver exceptional customer service. This is a full-time position that will require you to work rotating shifts to ensure seamless 24/7 operations.

What you'll be doing

  1. Supervise and coordinate the daily activities of call centre team, ensuring productivity and service level targets are met
  2. Provide coaching and mentoring to team members to develop their skills and improve performance
  3. Monitor call quality and customer satisfaction, and implement strategies to enhance the customer experience
  4. Analyze call data and generate reports to identify trends and opportunities for improvement
  5. Collaborate with other departments to resolve customer issues and escalate complex cases as needed
  6. Ensure compliance with company policies, procedures and regulatory requirements
  7. Oversee Training and Quality
  8. Foster a positive and engaging work environment that promotes team spirit and employee satisfaction

What we're looking for

  1. Minimum 1 year of experience in a call centre similar role or Assistant Manager role
  2. Proven track record of successfully managing and motivating call centre teams
  3. Strong communication, problem-solving and decision-making skills
  4. Excellent customer service orientation and the ability to inspire a customer-centric culture
  5. Proficient in data analysis and reporting to drive operational improvements
  6. Flexible and adaptable to work rotating shifts, including nights and weekends
  7. Familiarity with call centre technologies and workforce management tool

About us

Caring-One Iloilo Call Center Services is a leading provider of customer service and contact centre solutions, serving clients across various industries. With a strong focus on quality, innovation and employee well-being, we are dedicated to delivering exceptional customer experiences. Join our growing team and be a part of our exciting journey.

Apply now to become our next Shift Manager and help us achieve our goals.

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