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

• Candidate must possess Bachelor’s degree

• Candidate must have7 years call center management and 3 years of client management experience.

• Willing to work in Ortigas