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Holiday Factory Tour Package Inc.

Customer Care / Call Center Director

Holiday Factory Tour Package Inc.

With business certificates
| 51-200 employees
Philam Life Center, Cebu Business Park, Cebu City, Cebu
Posted on : February 06, 2020
Job ID : 351011

Details

HOLIDAY FACTORY TOUR PACKAGE INC.
 
Is currently looking for:
 
CUSTOMER CARE / CALL CENTER DIRECTOR
 
Qualifications:
  • Bachelor’s degree from an accredited university
  • Must have at least five (5) years’ experience as Senior Operations Manager or Operations Director
  • Excellent strategic planning skills and able to interact with all levels in the senior leadership team
  • Excellent in Microsoft office application (Excel, Word, Powerpoint, etc.) and business correspondence
  • Experienced working in a fast-pace BPO/KPO/Call Center environment
  • Strong communication and presentation skills
  • Experience managing teams of 500+FTE’s including leadership roles
  • Project Management / Lean Six Sigma experience a plus
  • Ready for immediate employment (January 2020)
Duties and Responsibilities:
  • Serves customers by planning and implementing customer care strategies, operations; improving systems and processes; managing staff
  • Determines call center / customer care operational strategies by conducting needs assessments, performance review, capacity planning, and cost-benefit analyses; 
  • Identifying and evaluating state-of-art technologies, productivity, quality and customer service standards
  • Contributing information and analysis to organizational strategic plans and reviews
  • Maintains and improves call center / customer care operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses 
  • Managing system and process improvement and quality assurance programs; installing upgrades
  • Accomplishes call center / customer care human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, reviewing job contributions, and enforcing policies and procedures
  • Meet call center / customer service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  • Prepare Call Center / Customer Care reports by collecting, analyzing and summarizing data and trends
  • Accomplishes organization goals by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments   
  • Leading and managing 3-5 direct reports and 50-100 indirect reports
  • Perform other functions which may be assigned by immediate superior
PERKS
  • Work with a prestigious Global Tour Operator 
  • Mid - Shift (starts between 1-3pm Philippine Time)
  • Strategic location to work at Philam Life Center, Cebu Business Park, Cebu City, Cebu, Philippines
  • Appealing Total Rewards Package awaits successful candidate


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