Contact Center Manager

Job Description:

Saphron is currently seeking a Contact Center Manager to join our team in Davao City, Philippines. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service and meets performance targets.

Responsibilities: - Manage and supervise a team of contact center agents, ensuring they are properly trained and equipped to provide excellent customer service - Develop and implement strategies to improve efficiency and effectiveness within the contact center - Analyze call center data and make recommendations for process improvements - Handle escalated customer inquiries and complaints in a professional and timely manner - Monitor performance metrics and provide regular feedback to agents to drive continuous improvement - Collaborate with other department managers to ensure seamless communication and coordination across the organization - Stay up-to-date on industry best practices and implement relevant changes to improve operations - Adhere to company policies and procedures to ensure compliance with regulatory requirements

Requirements: - 8 years of experience in a contact center environment, with at least 3 years in a managerial role - Strong leadership and people management skills - Excellent communication and interpersonal skills - Ability to work under pressure and meet tight deadlines - Independent and driven individual who takes initiative and thrives in a fast-paced environment - Emotional intelligence and the ability to handle difficult situations with empathy and professionalism - Proficiency in call center software and Microsoft Office Suite

Benefits: - Paid overtime - Company transportation - Remote work flexibility

Working Environment: At Saphron, we believe in pursuing excellence in every endeavor and setting a high standard for achievement. Our team is dedicated to delivering exceptional customer service and creating a positive work environment where everyone can thrive.

Deadline to apply: May 11, 2024

Equal Opportunity Statement: Saphron is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any such status.

How to apply:

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