Call Center Operations Manager - Retail

Position: Operations Manager - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice Support

Work Arrangement: Fully Onsite in Cebu City

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: Bachelor's Degree

Work Experience:

• At least 4 years of experience as an Operations Manager or Senior Group Leader in any domain, preferably in retail
• Responsible for managing three Assistant Managers and conducting business reviews

Responsibilities:

• Team Leadership and Development: Leading and mentoring call center supervisors, coaching teams on best practices, fostering a culture of accountability and continuous improvement, and overseeing hiring, coaching, and performance management.
• Performance Management and Monitoring: Tracking and managing key performance indicators (KPIs), analyzing team and individual performance to identify trends and areas for improvement, and implementing strategies to enhance revenue and profitability.
• Operational Excellence and Strategy: Developing and executing strategies to boost productivity, customer satisfaction, and employee engagement; evaluating team results and setting objectives; and maintaining or improving call center operations.
• Customer Service and Quality Assurance: Implementing strategies to enhance customer satisfaction, resolving operational issues, ensuring compliance with industry regulations and quality standards, and collecting customer feedback.