Call Center Director
- Full Time
- National Capital Reg- Pasig City
- Salary As Per Industry Standard
Work Address : Ortigas, Pasig
Job Description
Responsibilities
- Provide work direction to all call center management on enhancing organization performance and career progression.
- Provide strong leadership and direction to the PH business. Mentor and coach the team to ensure succession planning is in place.
- Continue to grow customer acquisition, improve customer retention rates, and exploit opportunities across the business.
- Possess a high degree of financial acumen, with demonstrated understanding that revenue generated must return a profit.
- Ensure account management / client services processes are sound and in place to grow existing customer base.
- Develop and maintain an energetic, high-performance call center culture that inspires employee commitment and delivers excellent customer service.
- Work across functions (e.g., Finance, HR, IT, Workforce Management, etc.) to deliver consistent performance
- Manage staffing levels to ensure staffing meets business requirements. Recruit and hire talent on a continuous basis.
- Reconcile forecast with actual call volume to recognize trends and identify possible technical/staffing issues. Manage attrition across accounts.
- Prepare performance appraisals and pay reviews.
- Produce reports and track performance related to call center operations. Implement Reward & Recognition programs that drive key behaviors and motivate employees.
- Have previous general management or broad business unit leadership experience with P&L responsibility.
- Ensure that all call center performance and service standards are met in the areas of quality, call processing time, and productivity.
Requirements
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Candidate must possess Bachelor’s degree
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Candidate must have7 years call center management and 3 years of client management experience.
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Willing to work in Ortigas
Company Overview

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