Call Center Manager

Responsibilities:

• Creating and implementing comprehensive training programs for new hires and existing staff to ensure consistent skill development across all three teams. 
• This includes developing product
  knowledge, communication skills, and technical proficiency.
  
• Conducting regular one-on-one coaching sessions with team leaders and agents to identify areas for improvement and create personalized development plans. These sessions should focus on
  both performance metrics and soft skills development.
• Managing staff scheduling across all shifts to ensure optimal coverage while maintaining a work life balance for team members. This involves creating contingency plans for high-volume periods
  and managing vacation schedules.
• Performance Management
• Quality Assurance and Process Improvement

Requirements:

• Bachelors degree in business administration, Management, or related field. Advanced degree preferred.
• Minimum of 5 years of progressive experience in call center management, with at least 3 years in a senior leadership role.
• Proven track record of managing multiple teams with different objectives (sales, service, support)
• Proficiency in call center management software and reporting tools.
• Strong understanding of CRM systems and their application in call center operations.
• Advanced Excel skills for data analysis and reporting.
• Knowledge of workforce management and scheduling software

Work Schedule: Mondays to Fridays, 8AM to 5PM

Work Location: Alabang, Muntinlupa

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose ofrecruitment and employment may it be internal to Cobden & Carter International and/or to its clients.