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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