Job Scope:
- Managing the daily running the call center, including effective resource planning and implementing call center strategies and operations
- Carrying out need assessments, performance reviews and cost/ benefit analysis
Setting and meeting SLA - Ensuring all relevant communications, records and data are updated and recorded
- Monitoring random calls to improve quality, minimize errors and track operative performance
- Coordinating staff recruitment and liaising with HR staff
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Recording statistics, user rates and the performance levels of the center and preparing reports
- Handling complex customer complaints or enquiries
- Organizing staffing, including shift patterns and the number of staff required to meet demand
- Assist to drive and champion initiatives for process alignment and/or improvements
- Support dedicated projects (e.g., Implementation of new products or technologies)"
Job Qualifications:
- Degree or Diploma in any discipline
- With minimum 5 years of relevant experience in managerial and/or training in the contact center industry
- Able to work in a fast-paced and demanding environment
- Open to work in shift and weekends if business requires
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
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