Remote Call Center Manager

We are looking for an energetic and resourceful Remote Call Center Manager to join our team at San Miguel Corporation in Caloocan, NCR, Philippines. As a Mid-to-Senior level position, we require at least 7 years of experience in a call center or customer service management role.

Responsibilities: 1. Manage and oversee a team of remote call center agents to ensure exceptional customer service. 2. Develop and implement strategies to meet and exceed customer expectations. 3. Monitor key performance indicators (KPIs) and provide feedback and coaching to improve agent performance. 4. Handle escalated customer issues and provide resolutions in a timely manner. 5. Collaborate with other departments to ensure seamless communication and customer satisfaction. 6. Continuously improve processes and workflows to enhance efficiency and customer experience. 7. Conduct regular performance evaluations and provide ongoing training and development opportunities for team members. 8. Drive a culture of excellence, positivity, and teamwork within the call center team.

Requirements: 1. Strong people management skills with a proven track record of leading and developing high-performing teams. 2. Excellent communication and persuasion skills to effectively interact with customers and team members. 3. Ability to work independently and make decisions under pressure. 4. Proficiency in call center software and customer relationship management (CRM) tools. 5. Prior experience in a remote call center environment is preferred. 6. Bachelor's degree in Business Administration or a related field is a plus. 7. Ability to work full-time and participate in paid overtime as needed.

Benefits: - Joining Bonus - Company-provided equipment for remote work - Paid overtime opportunities - Opportunity to work in a dynamic environment focused on exceeding customer expectations and delivering delight.

Equal Opportunity Statement: San Miguel Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Deadline to apply: May 31, 2024. Apply now to be considered for this exciting opportunity to make a difference in customer service at San Miguel Corporation.

How to apply:

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