Online Contact Center Manager

Job Description:

As the Online Contact Center Manager at Gcash, located in Pasig, NCR, PH, you will be responsible for leading a team of online customer service representatives to ensure exceptional customer experiences. This is a full-time position at a Mid-to-Senior Level, requiring at least 8 years of experience in a similar role.

Responsibilities: 1. Manage and oversee the daily operations of the online contact center, including monitoring performance metrics, ensuring quality customer interactions, and driving continuous improvement. 2. Develop and implement strategies to enhance customer satisfaction, increase efficiency, and meet KPIs. 3. Train, coach, and mentor online customer service representatives to ensure they have the skills and knowledge to provide excellent service. 4. Collaborate with other departments to resolve customer inquiries, escalations, and issues in a timely and effective manner. 5. Analyze data and trends to identify opportunities for process improvements and recommend solutions. 6. Stay current on industry best practices and technology advancements to optimize contact center operations. 7. Lead by example, fostering a positive and collaborative team environment that promotes adaptability, energy, planning, and leadership.

Requirements: 1. Bachelor's degree in Business Administration or related field (preferred). 2. Proven experience in online customer service management. 3. Strong leadership and communication skills. 4. Ability to analyze data and trends to drive decision-making. 5. Adaptable and energetic personality traits. 6. Excellent planning and organizational skills. 7. Equal Opportunity Statement: Gcash is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees.

Benefits: - Company transportation - Gym membership - Paid sick leave

Working Environment: At Gcash, we strive to pave the way for diversity and inclusivity, creating a culture of belonging where all employees feel valued and respected. Join us in our mission to provide exceptional customer experiences and drive innovation in the fintech industry.

Deadline to Apply: June 27, 2024

We look forward to receiving your application and welcoming you to our dynamic and inclusive team at Gcash.

How to apply:

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