Contact Center Manager

3 days ago

Pasig, National Capital Region, Philippines IDP Education Limited Full time ₱1,500,000 - ₱2,500,000 per year

The Contact Center Manager will oversee the daily operations of our contact center team. You will ensure the achievement of contact center KPIs, manage a team of contact center agents, and drive continuous process improvements. Your leadership will directly influence team performance, operational efficiency, and the overall success of our student engagement efforts.

We are seeking a manager with strong operational management skills, exceptional interpersonal abilities, and a passion for driving results in contact center operations. The ideal candidate will possess an agile mindset, a data-driven approach, and a talent for coaching and developing teams.

This is a full-time role based in Ortigas, Pasig City, reporting to the Country Marketing Manager, with opportunities for growth within IDP.

Required Experience:

  • Over 5+ years of contact center experience, with a proven track record of leading high-performing teams.
  • A bachelor's degree in Business Administration, Communications, or a related field.
  • Strong leadership skills, including coaching, motivating, and performance management.
  • Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders.
  • Data-driven mindset with proficiency in contact center technologies, CRM systems, and analytical tools.
  • Experience in developing and implementing operational processes, policies, and standards for contact center calling campaigns.
  • Proven ability to manage multiple priorities, address challenges, and deliver results in a fast-paced environment.
  • Reliability, professionalism, and a proactive leadership style.

Good to Have:

  • Experience with workforce management software and reporting tools.
  • Knowledge of industry best practices and emerging trends in contact center.
  • Ability to lead change management initiatives effectively.
  • Client-Centric Mindset – ensures exceptional service delivery and client satisfaction.
  • Problem-Solving & Decision-Making – proactive in resolving issues and improving processes.

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