Contact Center Manager

Job Description:

ABS-CBN Corporation is seeking a passionate and driven Contact Center Manager to join our team in Quezon City, NCR, PH on a part-time basis. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center, ensuring efficient and effective customer service delivery.

Responsibilities: 1. Develop and implement strategies to improve the overall performance of the contact center. 2. Manage and lead a team of customer service representatives, providing guidance and support as needed. 3. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions. 4. Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction. 5. Collaborate with other departments to implement new processes and technologies to enhance customer service delivery. 6. Develop and maintain customer service policies and procedures to ensure consistency and quality service. 7. Conduct regular performance evaluations and provide feedback to team members to support their professional development. 8. Stay up-to-date with industry trends and best practices to continuously improve the contact center operations. 9. Ensure compliance with legal and regulatory requirements related to customer service.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 6 years of experience in a contact center management role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proven track record of meeting or exceeding KPIs. 6. Creativity and strong decision-making skills. 7. Ability to thrive in a fast-paced and rapidly evolving work environment. 8. Passion for providing exceptional customer service.

Benefits: - Relocation allowance - Remote work flexibility - Vision insurance

Working Environment: At ABS-CBN Corporation, you will thrive in an energetic and rapidly evolving work setting that values creativity, collaboration, and continuous improvement.

Deadline to apply: July 5, 2024

Equal Opportunity Statement: ABS-CBN Corporation is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, sexual orientation, or any other protected status in accordance with applicable laws. All qualified candidates are encouraged to apply.

How to apply:

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