Call Center Manager - Work from home

Job Description:

We are looking for a dynamic and experienced Call Center Manager to join our team at Philippine Airlines. This is a part-time position, with the flexibility to work from home. As a Mid-to-Senior Level professional, you will be responsible for overseeing all aspects of our call center operations, ensuring a high level of customer satisfaction and operational efficiency.

Responsibilities: 1. Manage a team of remote call center agents, providing leadership, training, and performance management. 2. Develop and implement strategies to improve customer service processes and procedures. 3. Monitor call center metrics and KPIs to ensure targets are met and exceeded. 4. Handle escalated customer complaints and issues, providing effective solutions to enhance customer experience. 5. Collaborate with other departments to streamline processes and improve overall efficiency. 6. Conduct regular evaluations of call center systems and technology, recommending upgrades or changes as needed. 7. Create and maintain call center reports and data analysis to identify trends and areas for improvement. 8. Stay up-to-date on industry trends and best practices to ensure the call center remains competitive.

Requirements: 1. Minimum of 7 years of experience in call center management. 2. Confident and energetic personality traits. 3. Strong research and project management skills. 4. Excellent communication and interpersonal skills. 5. Ability to work independently and manage a remote team effectively. 6. Proven track record of meeting and exceeding KPIs and targets. 7. Bachelor's degree in a related field preferred. 8. Familiarity with call center technology and CRM systems.

Benefits: 1. Company-provided equipment for remote work. 2. Paid overtime and competitive compensation. 3. Paid Time Off (PTO) for a healthy work-life balance. 4. Professional development opportunities within the company.

Working Environment: Join us at Philippine Airlines, a company that pioneers change and sets industry benchmarks. As a Call Center Manager, you will have the opportunity to shape the future of customer service in the airline industry.

Equal Opportunity Statement: Philippine Airlines is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We value diversity and inclusion in our workforce.

How to apply:

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