Online Contact Center Manager

Job Description:

Machine Ventures, a cutting-edge tech company based in Pasig, NCR, PH, is seeking a motivated and energetic Online Contact Center Manager to join our team on a part-time basis. As a mid-to-senior level position, we are looking for a candidate with at least 7 years of experience in a similar role.

Responsibilities: - Oversee the operations of the online contact center, including managing a team of remote contact center agents. - Develop and implement strategies to improve customer satisfaction, efficiency, and performance metrics. - Analyze data and feedback to identify opportunities for process improvement and innovation. - Monitor and report on key performance indicators to senior management. - Handle escalated customer inquiries and complaints with professionalism and empathy. - Collaborate with other departments to ensure seamless customer interactions across all channels. - Train and mentor contact center agents to enhance their skills and performance. - Stay up-to-date on industry best practices and technology trends to continually improve the online contact center operations.

Requirements: - Bachelor's degree in a related field (preferred). - Proven experience in managing an online contact center or customer service team. - Strong emotional intelligence and negotiation skills. - Excellent communication and interpersonal skills. - Ability to thrive in a fast-paced, dynamic environment. - Proficiency in contact center software and CRM systems. - A track record of meeting or exceeding performance targets. - Experience with remote team management is a plus.

Personality Traits: - Motivated - Energetic

Soft Skills: - Emotional intelligence - Negotiation

Benefits: - Remote work flexibility - Free accommodation - Relocation allowance

Working Environment: At Machine Ventures, we strive for excellence and uphold high standards in all endeavors. Our team is dedicated to pushing the boundaries of technology and customer service to provide the best experience for our clients.

Deadline to Apply: Interested candidates should submit their applications by April 27, 2024.

Equal Opportunity Statement: Machine Ventures is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to building a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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