Contact Center Manager - Remote Work

Job Description:

Jollibee Foods Corporation is seeking a Contact Center Manager to join our team on a part-time basis, working remotely from Manila, NCR, PH. As a mid-to-senior level professional with at least 6 years of experience in contact center management, you will play a key role in overseeing our contact center operations and ensuring a high level of customer satisfaction.

Responsibilities: - Lead a team of contact center representatives, providing guidance and support to ensure they meet performance targets and deliver excellent customer service - Develop and implement strategies to optimize contact center operations, including call routing, workforce management, and quality assurance - Monitor key performance indicators and regularly report on team performance, identifying areas for improvement and implementing corrective action as needed - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Stay up-to-date on industry trends and best practices, implementing new technologies and techniques to enhance contact center efficiency - Handle escalated customer complaints and provide resolution in a timely and professional manner - Conduct regular training sessions for contact center staff to improve their skills and knowledge of products and services - Foster a positive and inclusive work environment, promoting teamwork and collaboration among team members

Requirements: - Bachelor's degree in a related field - Proven experience in contact center management, with a minimum of 6 years in a similar role - Strong leadership skills and the ability to motivate a team to achieve goals - Excellent communication skills, both written and verbal - Ability to analyze data and make data-driven decisions - Reliable and confident personality traits - Strong problem-solving skills and a collaborative approach to work - Teamwork and collaboration are essential soft skills - Proficiency in contact center software and tools

Benefits: - Remote work flexibility - Parental leave - Gym membership

Working environment: You will have the opportunity to collaborate with colleagues from around the world, fostering a global village mentality. Our diverse team values inclusivity and innovation, creating a dynamic and supportive work environment where everyone can thrive.

Equal Opportunity Statement: Jollibee Foods Corporation is an equal opportunity employer and does not discriminate on the basis of race, gender, religion, age, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees can contribute their unique skills and perspectives.

How to apply:

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