Call Center Manager

Job Description:

Converge ICT Solutions Inc. is seeking a dynamic and experienced Call Center Manager to join our team in Davao City, PH. As a mid-to-senior level position, the ideal candidate will have at least 7 years of experience in call center management.

Responsibilities: 1. Lead and manage a team of call center agents to ensure exceptional customer service and achieve performance targets. 2. Develop and implement strategies to improve call center operations, including workforce management, quality assurance, and training programs. 3. Analyze call center metrics and KPIs to identify trends, opportunities for improvement, and drive performance and efficiency. 4. Maintain a positive and motivating work environment for call center agents, fostering a culture of teamwork and collaboration. 5. Provide coaching and feedback to agents to enhance their skills and performance, and address any performance issues in a timely and constructive manner. 6. Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction. 7. Collaborate with other departments to ensure alignment and coordination in achieving company goals and objectives. 8. Stay up-to-date on industry trends and best practices in call center management to continuously improve operations.

Requirements: 1. Bachelor's degree in Business Administration or related field preferred. 2. Proven experience as a Call Center Manager or similar role. 3. Strong leadership and communication skills. 4. Ability to work independently and adapt to a fast-paced and changing environment. 5. Excellent problem-solving and decision-making skills. 6. Experience with call center software and CRM systems. 7. Strong analytical and organizational skills. 8. Adaptability and teamwork are crucial soft skills for success in this role.

Benefits: - Gym membership - Profit sharing - Disability insurance

Working Environment: At Converge ICT Solutions Inc., we believe in aligning work with a greater purpose, contributing to a meaningful mission. Our call center team plays a vital role in delivering exceptional customer service and enhancing the overall customer experience.

Equal Opportunity Statement: Converge ICT Solutions Inc. is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, or disability.

Deadline to apply: 2024-07-04

Join our team and make a difference in the world of customer service with Converge ICT Solutions Inc. Apply today!

How to apply:

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