Contact Center Manager - Remote Work

Job Description:

Coins.ph is seeking a remote Contact Center Manager to join our team in Antipolo, Calabarzon, Philippines. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our customer service team, ensuring high-quality support is provided to our users. This role requires a high level of professionalism, excellent communication skills, and the ability to work efficiently in a remote setting.

Responsibilities: - Manage and lead a team of customer service representatives, including hiring, training, and performance evaluations - Develop and implement customer service policies and procedures to ensure consistent and efficient support for users - Monitor and analyze key metrics such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement - Handle escalated customer inquiries and complaints in a timely and professional manner - Work closely with other departments to address customer feedback and improve overall user experience - Collaborate with the operations team to optimize processes and resources for maximum efficiency - Stay up-to-date on industry trends and best practices in customer service management

Requirements: - Bachelor's degree in Business Administration or a related field - Minimum of 6 years of experience in contact center management or customer service leadership roles - Strong leadership and interpersonal skills, with a proven ability to motivate and inspire a team - Excellent communication and problem-solving skills - Ability to work independently and manage multiple priorities in a fast-paced environment - Experience working in a remote setting is a plus - Hardworking and motivated personality traits - Teamwork and emotional intelligence soft skills - Visa sponsorship and parental leave benefits available

Equal Opportunity Statement: Coins.ph is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment.

Join our team and be part of a collaborative and global work environment where your skills and contributions are valued. Apply before the deadline on May 6, 2024.

How to apply:

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