job vacancies in Philippines

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

  • 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

Apply Now

Company Overview

Industry
Customer Service
Experience
Exprerience 6 - 7 Years
Qualification
Bachelors
Job Category
Customer Service
Job Role
Management
Job Level
Senior Level (Director/SVP/VP/AVP)
Posted

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