Job Description
Manila, PH
Position Overview
We are looking for experienced call center leaders to support commercial and public sector clients. Managers in this role coach and develop a team of 5‑10 supervisors and are directly responsible for the performance of their team.
Position Responsibilities
- Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives
- Coach and develop reports on customer service processes and best practices
- Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
- Drive a culture of accountability, continuous improvement, and personal excellence
- Direct workforce management activities and set performance goals and objectives accordingly
- Develop and maintain a strategy for ensuring customer satisfaction on all service interactions
- Provide team motivation and development to maximize s...