Call Center Jobs in the Philippines: Call Center Director
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Call center organization is growing in Cebu and they are looking for qualified individuals in many areas but specifically they are looking for a call center director / General Manager.
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The job is in Cebu and the salary is completely negotiable based on experience.
Vector BPO
Job Description: General Manager / Site Director
Overview:
This position reports to the Vice President of Operations of a fast growing and dynamic Contact Center service provider. The individual in this position leads the Client Services team in establishing rapport with the clients and reinforcing confidence in the services provided.
Ensures technology, process and procedure is in place to enable delivery of especially high levels of customer service and to engage clients in our working partnership with them. Approach to issues and opportunities are from the perspective of client advocacy, with the goal of a profitable, high value service. Will drive site telephony evaluation, improvement and implementation projects.
Overall Responsibilities include:
– Ensures effective staffing, training levels and efficient operations of Contact Center on a high-level basis.
– Evaluates performance of direct reports by incorporating quantitative measurements and measurement tools, and provides coaching and development in support of achievement of goals.
– Provides rewards and recognition for top performers.
– Manages budget and controls expenses to maximize efficient center operation and profitability.
– Develops, monitors and reports on operating costs within Contact Center.
– Partners with the management team to align policies and systems in the company’s objectives.
– Develops, implements and communicates procedures pertinent to the effective and efficient operation of the unit.
– Collaborates with internal client to establish performance standards to meet service goals.
– Monitors reports and procedures to ensure continuous improvement of client-driven performance indicators.
– Provides operational reporting and trend analysis to management as required.
– Updates and continuously develops knowledge of products processes, and contact center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance.
– Identifies service failures and breakdowns in continuity of service. As the organization’s department focused on client advocacy, recommends solutions based on calls, issues, and queries on how to reduce repeat contacts and improve the quality of service.
– Works closely with IT and Business Intelligence groups to drive automation of activities and development of information required to ensure prompt customer satisfaction.
– Creates, develops, recommends and implements recognition and incentive programs, designed to encourage performance excellence.
– Participate in client presentations, assuring their understanding of the Contact Center structure and organization philosophy.
– Creates the performance score card for the Call Center for performance evaluation and suggests changes, addresses training needs and coaching needs to subordinate managers to be addressed.
– Makes suggestions for the areas where business can grow and making business more marketable and profitable.
– Maintains expert knowledge of inbound / outbound computer applications, manual work methods, the Automatic Call Distributor and other supporting technology.
– Maintain up-to-date information and technology affecting functional areas to increase innovation and ensure compliance.
– Oversees any Project management work and manage the vendors related to the Contact Center
– Evaluates software options and telecommunications equipment and provide recommendations on purchasing.
Demonstrated Competencies include
– Successful completion of an advanced degree and ten plus years of experience or equivalent combination of education and experience.
– Demonstrated 5 years prior experience as a Contact Center Manager.
– Strong knowledge of Call Center structures, processes and operations.
– Demonstrated experience and understanding of call center metrics, staffing and scheduling.
– Have thorough understanding of call center performance through various statistical and reporting methodologies to monitor tends based on calls, issues, queries, and make recommendations on how to improve the quality of service as well as reducing repeat contacts.
– Exposure to and understanding of call center technology to include but not limited to: Customer Relationship Management (CRM) systems, Computer Telephony Integration (CTI), Phone Switch and Interactive Voice Response (IVR) Technology, Learning Systems, Search Systems and other related call center technology.
– Demonstrated ability to maintain effective working relationships with all level of the organization.
– Excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills. This includes proven experience with MS Office including Excel and Word. Working knowledge of other Microsoft applications a plus.
– High level of organizational, problem solving, attention to detail and multi-tasking skills. Also demonstrated leadership skills, with great attention to detail. Strengths in team building, motivation and leadership.
– Project management ability around business process improvements, change management and systems improvements.
– Bilingual Spanish a plus.
– Strong spoken and written English Skills
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