Contact Center Manager
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Manage overall contact center operations, including staffing, performance, and service delivery. Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. Collaborate with clients to understand business needs and ensure alignment with service goals. Analyze operational data and implement strategies to improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management. Ensure compliance with company policies, client requirements, and regulatory standards. Prepare and present performance reports to senior leadership and clients. Complete a full application including screening questions and a pre-employment test.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 3+ years of experience in a contact center leadership role
- Proven ability to manage large teams and complex operations
- Strong understanding of contact center metrics, tools, and technologies
- Excellent leadership, communication, and problem-solving skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in Business, Operations, or a related field (preferred)
- Experience working with international clients is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation
- Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening (Does not apply in Canada)
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