Call Center Operations Manager (Full Time) J000550

  • Eastwood Ave, Bagumbayan, Quezon City, 1800 Metro Manila, Philippines
  • Full-time

Job Description

Manage day to day operations regarding call-center needs for the company including local team and remote teams. Including but not limited to the following resources:

  1. Workforce management
  2. Team supervisors ○ Call-center QA
  3. Remote teams

 

  • Setting up metrics and dashboard according to business needs given by CEO using company technologies and software
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Attain company objectives and goals based on metrics setup by CEO
  • Monitor call center performance reports by collecting, analyzing, and summarizing data and trends and acts accordingly to optimize those performances based on company objectives
  • Analyze budget, cost, return on investment and give recommendations to optimize them based on company objectives define by CEO
  • Ensure call-center compliance including but not limited to the following list: ○ TCPA ○ Product requirements and regulations ○ HR protocols ○ PCI compliance
  • Set up emergency plans and backup strategies to ensure full connectivity and optimal operations with minimum abandon rate.
  • Setup and execute training, decks and product updates with remote and local resources 
  • Communicate with marketing manager on a daily basis to ensure coordination in terms of spending and return on investment
  • Communicate with product manager on a daily basis to ensure full knowledge of product status, where the product is heading, share feedback from customers to improve the Job Description - Call-center product and feedback from agents to improve the admin interface to ensure maximum efficiency
  • Communicate bugs reported by customers through JIRA
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;
  • Develop and maintain IVR with ongoing attention and optimization
  • Develop and maintain sales and customer service scripts in accordance to company objectives, regulations and product requirements
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Recommend and maintain call-center equipment in accordance to budget and company needs to ensure maximum efficiency
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies; compliance
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Qualifications

The ideal candidate will need:

  • Minimum of 4 years of Call Center Management experience.  
  • Number cruncher and data driven mandatory 
  • Advanced in Excel.  
  • Travel required as needed.
  • Strong training experience.
  • Excellent communication skills.
  • Knowledge in Five9 and InContact experienced preferred.
  • Hands-on mentality
  • Start-up mentality ready to pivot for best results as needed.
  • Strives to always be better than the day before and gives 100% to everything done.
  • Takes ownership in the success of the company and quality of work.
  • Outstanding team player.

Additional Information

Working hours
-Eastern Time Business Hours, flexible working schedule