Remote Contact Center Manager

Job Description:

Jollibee Foods Corporation is seeking a Remote Contact Center Manager to join our team in Cebu, Central Visayas, Philippines. This part-time position is ideal for a candidate with 8 years of experience in the contact center industry at a mid-to-senior level.

Responsibilities: 1. Oversee and manage a team of remote contact center agents, ensuring they meet performance and quality metrics. 2. Develop and implement strategies to improve customer satisfaction and increase efficiency. 3. Analyze data and reports to identify trends and make recommendations for process improvements. 4. Collaborate with other departments to ensure seamless communication and alignment on customer service initiatives. 5. Provide coaching and mentoring to agents to enhance their skillsets and performance. 6. Handle escalated customer inquiries and complaints, working towards a resolution that meets customer expectations. 7. Monitor and evaluate call center operations to ensure compliance with company policies and procedures. 8. Stay up to date on industry trends and best practices to continuously improve the contact center operations.

Requirements: 1. 8 years of experience in the contact center industry. 2. Dedicated and resilient personality traits. 3. Strong decision-making and negotiation soft skills. 4. Excellent communication and interpersonal skills. 5. Ability to work independently and in a team environment. 6. Proven track record of meeting and exceeding KPIs. 7. Experience with contact center technologies and systems. 8. Flexibility to work part-time hours in a remote setting.

Benefits: 1. Travel opportunities to collaborate with colleagues worldwide. 2. Paid Time Off (PTO) for work-life balance. 3. Relocation allowance for eligible candidates.

Working Environment: At Jollibee Foods Corporation, you will have the opportunity to collaborate with colleagues worldwide, fostering a global village mentality. Our diverse and inclusive work environment values teamwork, creativity, and innovation.

Deadline to Apply: May 6, 2024

Equal Opportunity Statement: Jollibee Foods Corporation is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome and encourage applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or disability.

How to apply:

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