Job Opening

Call Center Manager

job posting no longer active
Job Industry Computer Software
Job Type Full-Time
Experience Level Mid-Senior Level
Date Posted 2020-07-20
Job Location Cebu City
Company Information DNA Micro Software Inc.
Gorordo Avenue
Cebu City, Cebu
DNA Micro Software Inc. is a Web Application Development company that create projects and web designs that effectively convey the client's brand to their customers. Our company stays true to an enterprise's identity via a very solid platform and streamlined process. Mobile Application Development We provide cross-platform mobile apps anywhere in the world. Our ingenious team knows the ins and outs of developing apps for Android, iOS and Windows.
Job Description  Develop and set objectives for day-to-day operations in a call center  Oversee the effective management of technological and human resources in order to maximize productivity  Orient, and train call center representatives to deliver high standard customer service  Utilize key metrics to evaluate the performance of call center agents in order to identify the need for special training  Assign and delegate work tasks to call center agents according to their specialty and current customer demand  Address and resolve complex issues escalated by call center representatives  Ensure equipment and technological resources required for operations are available and in working order  Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations  Develop customer interaction/call handling procedures and policies  Prepare annual budgets and schedule expenditures in order to meet the financial objectives of a call center  Design and implement standards for customer service operations  Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary.  Prepare and present call operation reports to upper management  Collect and analyze call center sales records and customer service metrics to evaluate general performance  Attend educational workshops and review relevant literature in order to maintain an up-to-date knowledge of call center operations management  Liaise with the technology department to design and implement solutions for the resolution of technical problems.  Adjusts resources to accommodate unexpected changes in call volume or resource availability; determine appropriate staffing requirements; post volunteer requests and/or mandate coverage for staffing unexpected changes in call volume.
Job Qualifications  Bachelor’s degree in business or management. Experience to both support and in a customer-focused field or as a call center agent is also required for the position.
 With at least 4 – 5 years of solid experience in a BPO
 Strong operational knowledge of office equipment and computer software and must have the ability to organize/analyze data in a structured manner.
 Exceptional verbal and written communication skills
 Excellent interpersonal skills and can deal with stakeholders from different workstreams
 Can work on a graveyard shift
Number of Job Opening 1
Highest Education Attainment College Graduate
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