Call Center Manager

Job Description:

Ayala Land is seeking a dynamic and experienced Call Center Manager to join our team in Makati, NCR, Philippines. As a leader in the real estate industry, Ayala Land is committed to providing exceptional customer service to our clients. The Call Center Manager will play a crucial role in ensuring the smooth operation of our call center, leading a team of customer service representatives to deliver top-notch service to our clients.

Responsibilities: 1. Develop and implement call center policies and procedures to ensure efficient and effective operations. 2. Monitor call center metrics, analyze data, and prepare reports for management on call center performance. 3. Train, coach, and mentor call center staff to enhance their customer service skills and improve performance. 4. Ensure that all customer inquiries and concerns are resolved in a timely and satisfactory manner. 5. Identify areas for improvement in call center operations and implement solutions to enhance customer satisfaction. 6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 7. Conduct regular performance evaluations and provide feedback to call center staff to drive continuous improvement. 8. Handle escalated customer complaints and resolve them in a professional and efficient manner. 9. Stay up-to-date on industry best practices and emerging trends in customer service to implement new strategies as needed.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in a call center or customer service management role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proficiency in call center software and CRM systems. 6. Driven and adaptable personality traits. 7. Emotional intelligence and project management soft skills. 8. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Benefits: - Vision insurance - Free accommodation - Free food

Working Environment: At Ayala Land, we prioritize understanding and empathy in all interactions. We believe in creating a supportive and inclusive work environment where employees feel valued and respected.

Deadline to Apply: May 25, 2024

Equal Opportunity Statement: Ayala Land is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to building a diverse workforce and fostering an inclusive work environment for all employees.

How to apply:

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