Contact Center Manager - Remote Work

Sprout Solutions is currently seeking a highly motivated and experienced Contact Center Manager to join our team on a part-time basis. This remote work position is based in Manila, NCR, Philippines, and is ideal for individuals who are confident, driven, and possess strong presentation and cooperation skills.

As the Contact Center Manager, you will be responsible for overseeing the operations of our contact center, including managing a team of remote customer service representatives, monitoring call center performance metrics, and ensuring seamless communication between the contact center and other departments within the company. You will also be responsible for developing and implementing strategies to improve customer service and satisfaction, as well as driving continuous improvement initiatives within the contact center.

Key responsibilities: - Manage a team of remote customer service representatives, including recruiting, training, and performance management - Monitor call center performance metrics such as call volume, response times, and customer satisfaction scores - Develop and implement strategies to improve customer service and satisfaction - Drive continuous improvement initiatives within the contact center - Maintain strong communication and collaboration with other departments within the company - Handle escalated customer inquiries and provide timely and effective resolutions - Analyze data and generate reports to measure contact center performance

Requirements: - Minimum of 5 years of experience in a contact center or customer service management role - Confident and driven personality with strong presentation skills - Excellent cooperation skills and ability to work effectively in a remote team environment - Bachelor's degree in Business Administration or a related field preferred - Proficiency in call center software and customer relationship management (CRM) systems - Strong analytical and problem-solving skills - Excellent communication and interpersonal skills - Ability to multitask and work under pressure

Benefits of this position include remote work flexibility, Paid Time Off (PTO), and a Joining Bonus. At Sprout Solutions, we foster a working environment that unleashes creativity and celebrates innovation. We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, gender, national origin, age, disability, or any other characteristic protected by law.

To apply for this position, please submit your resume and cover letter by the deadline of May 11, 2024. We look forward to welcoming you to the Sprout Solutions team!

How to apply:

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