Contact Center Manager

Job Description:

As a Contact Center Manager at Plentina, you will be responsible for overseeing the daily operations of our customer service team in Davao City, PH. You will ensure that our contact center provides exceptional support to our customers and meets performance targets.

Responsibilities: 1. Manage and lead a team of customer service representatives, providing coaching and feedback to drive performance and development. 2. Develop and implement strategies to improve customer service processes and efficiency. 3. Monitor and analyze key performance metrics to identify areas for improvement and track progress towards goals. 4. Handle escalated customer inquiries and complaints, resolving issues in a professional and timely manner. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Implement training programs and performance evaluations to ensure continuous skill development and growth within the team. 7. Stay up-to-date on industry best practices and technology trends to drive innovation in the contact center.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 5 years of experience in a contact center or customer service management role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proven track record of meeting performance targets and driving customer satisfaction. 6. Confident and adaptable personality traits. 7. Attention to detail and a focus on continuous improvement. 8. Experience with contact center software and CRM systems. 9. Ability to work under pressure and handle challenging situations with professionalism. 10. Innovation and problem-solving skills.

Benefits: - Training & professional development opportunities - Gym membership - Travel & spending expenses

Working Environment: At Plentina, we encourage a spirit of exploration and taking calculated risks for growth. Our team is dedicated to delivering an exceptional customer experience and driving innovation in the industry.

Equal Opportunity Statement: Plentina is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or religion.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.