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Company Info:

Conduit Global (a kgb company)
Santa Rosa City, Laguna
Santa Rosa City, Laguna, LAG, Philippines

Phone: 02.756.7567
Web Site: https://philippinescareers-kgb.icims.com/

Company Profile





Assistant Call Center Manager

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Location:

Santa Rosa City, Laguna, LAG

Category:

Customer Service

Salary:

PHP50,000.00 per month
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Employment Type:

Full time

Posted:

09.14.2019

Job Views:

8
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Job Description:

This position has a direct and immediate impact on the overall efficiency and profitability of the company. 
 
Responsibilities
 
  • Analysis of call center metrics to achieve service levels and efficient operations. Preparing reports on call center statistics both scheduled and ad hoc.
  • Assist CCM and Workforce Manager with forecasting volumes and monitoring scheduling needs. 
  • Assist in the development of management staff through motivating, recognizing, and developing their progress and performance.
  • Ensure policies and regulations are being followed consistently and take disciplinary action when needed.
  • Assist with the interview and selection process of call center management staff.

Job Requirements:

Requirements
  • Bachelor’s degree/MA units are an advantage.
  • Possesses 2 or more years of Customer Service management experience in a BPO/ Customer Care industry handling voice/ email/ chat platforms, preferably for a large outsourcer. 
  • Must have extensive experience in developing business processes leading to increased operational efficiency. 
  • Experience in managing remotely and must be comfortable working for an offshore manager. Demonstrated experience in handling complex employee issues.  
  • Possess excellent reporting skills, excellent communication skills:  listening, verbal and written.
  • Demonstrated ability to implement and develop strategies, build action plans and set goals.
  • Proven innovative problem-solving abilities and decision making skills required, in addition to prioritization, and planning skills.
  • Extensive experience with any customer service management system in a large capacity. Experience in managing a budget and the ability to analyze statistical information.
  • Willing to work on shifting schedules, weekends, and holidays.
  • Willing to work in Santa Rosa City, Laguna.