Experienced Call Center Manager
On-siteSan Fernando, Central Luzon, Philippines
San Fernando, Central Luzon, PhilippinesOn-siteFull TimeSenior LevelBachelors DegreeLarge
Full TimeSenior LevelBachelors DegreeLarge
Job Summary
Oversee daily contact center operations to ensure KPIs and SLAs are consistently met, while leading and mentoring supervisors, team leads, and support staff. Analyze performance data to implement improvement strategies and collaborate with clients to align on goals and service delivery expectations. Manage workforce planning, scheduling, and resource allocation to drive employee engagement, retention, and professional development. Ensure compliance with company policies and client requirements in a high-volume environment.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 5+ years of experience in a contact center
- 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 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 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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