Contact Center Manager - Work from home

Job Description:

We are looking for a Contact Center Manager to join our team at Meralco. As a Contact Center Manager, you will be responsible for overseeing the operations and performance of our remote contact center team. This is a part-time, work from home position based in Manila, NCR, Philippines.

Responsibilities: - Manage a team of remote contact center agents, providing guidance and support to ensure optimal performance - Set performance goals and KPIs for the team and track progress towards meeting them - Develop and implement strategies to improve efficiency and effectiveness of contact center operations - Handle escalated customer inquiries and complaints in a professional and timely manner - Analyze data and generate reports to identify trends and opportunities for improvement - Collaborate with other departments to ensure seamless communication and customer support - Implement training programs and provide ongoing coaching to team members - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - 8+ years of experience in contact center management or a related field - Previous experience managing a remote team is preferred - Strong leadership and communication skills - Ability to multitask and prioritize in a fast-paced environment - Dedicated and reliable work ethic - Strong negotiation and critical thinking skills - Bachelor's degree in business administration or a related field is preferred

Benefits: - Travel opportunities - Paid Time Off (PTO) - Vision insurance

Working Environment: At Meralco, we believe in recognizing and rewarding our employees based on performance and merit. We provide a supportive and collaborative work environment where you can thrive and grow in your career.

Deadline to Apply: May 1, 2024

Equal Opportunity Statement: Meralco is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

How to apply:

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