Experienced Call Center Manager
On-sitePasig City, Metro Manila, Philippines
Pasig City, Metro Manila, PhilippinesOn-siteFull TimeSenior LevelBachelors DegreeLarge
Full TimeSenior LevelBachelors DegreeLarge
Job Summary
Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met. Lead and mentor supervisors, team leads, and support staff while analyzing performance data to implement improvement strategies. Collaborate with clients to align on goals and manage workforce planning, scheduling, and resource allocation. Drive employee engagement, retention, and professional development while ensuring compliance with company policies and client requirements. Complete a full application on the careers page, including all screening questions and a brief pre-employment test.
Required Qualifications
- Bachelor's degree in business, Operations, or a related field
- 5+ years of experience in a contact center, with at least 2 years in a management role
- Strong leadership, analytical, and communication skills
- Proficiency in contact center tools, CRM systems, and reporting platforms
- Experience managing multiple teams or campaigns
- 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
Additional Requirements
- 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. Job offers are contingent on drug screening results.
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