Basic Information

Ref Number

Req_00090726

Last day to apply

12-Sep-2022

Primary Location

Araneta

Country

Philippines

Job Type

Support Positions

Work Style

On Site

Description and Requirements

Functional Responsibilities

1. Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations
accounts and enforcing the implementation of policies and procedures per account.
2. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
3. Performs intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.
4. Provides reports as required by Operations and Clients and submits them on a timely manner.
5. May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.
6. Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.
7. Conducts regular performance evaluations session with direct reports.
8. Prepares payroll data of direct reports and ensures accuracy and completeness of document.

Qualifications
  • Good supervisory and people-management skills. Time and project management skills. 
  • Excellent oral and written communication skills. Fluency in the English language. 
  • Adaptive to changing work schedules and working hours. 
  • Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills.
  • Amenable to work at Cubao, Quezon City
  • Willing to work on shifting schedule
  • Can start ASAP

Additional Job Description

Supervises and oversees the day-to-day activities of Call Center Coordinators in making sure that the service commitments are met for all the company’s accounts. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.