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Call Center Manager - On Site

Managerial / Supervisory
With Business Certificates
Established in 2013
51-200 Employees
Ayala Center Cebu, Bohol Street, Cebu Business Park, Lahug, Cebu City, Cebu
Total vacancies for this job title: 3
Posted On: May 12, 2022
Job ID: 403754

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Details

The Call Center Manager will be supervising daily operations and personnel aiming for an Imaging Center company based in the US! He/she will be generally responsible for planning, developing and managing the overall call center strategy - as well as coordinating and reporting directly to the top management.

QUALIFICATIONS:

  •  Minimum of 10 years of prior call center management & operations experience with at least 2 years at Senior Management, Director and/or VP level with a proven track record of success

  •  Experience with establishing best processes and procedures, metrics and analytics and exposure to call center technology and telephony

  • Proven ability to develop and manage budget

  • Strong quantitative analysis skills with the ability to make data-justified business decisions

  • A strong sense of leadership, ownership, urgency, and drive; the ability to work effectively and independently in a deadline driven environment

RESPONSIBILITIES:

  • Own the patient experience delivery for all of Philippines, strategic planning, and execution of all call center operations to provide best in class service experience for our patients

  • Lead call center team to achieve and measure desired quality and service levels, continuous improvement, employee development, knowledge management, and expense control

  • Oversee service and BPO team for a fully remote call center

  • Proactively identify opportunities for improvement

  • Meets call center financial objectives by estimating staffing requirements; preparing budgets; scheduling expenditures; analyzing variances

  • Provide leadership and coaching to the call center teams while fostering a culture of accountability, professional development, high performance, and customer-focus

  • Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with short and long-term company objectives

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