Call Center Operations Manager - Retail
Call Center Operations Manager - Retail
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1 Vacancy
Job Description
Position: Operations Manager - Retail (Cebu) Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice Support
Work Arrangement: Fully Onsite in Cebu City
Shift Schedule & Rest Days: 24/7 coverage
Educational Requirement: Bachelors Degree
Work Experience:
- At least 4 years of experience as an Operations Manager or Senior Group Leader in any domain preferably in retail
- Responsible for managing three Assistant Managers and conducting business reviews
Responsibilities:
- Team Leadership and Development: Leading and mentoring call center supervisors coaching teams on best practices fostering a culture of accountability and continuous improvement and overseeing hiring coaching and performance management.
- Performance Management and Monitoring: Tracking and managing key performance indicators (KPIs) analyzing team and individual performance to identify trends and areas for improvement and implementing strategies to enhance revenue and profitability.
- Operational Excellence and Strategy: Developing and executing strategies to boost productivity customer satisfaction and employee engagement; evaluating team results and setting objectives; and maintaining or improving call center operations.
- Customer Service and Quality Assurance: Implementing strategies to enhance customer satisfaction resolving operational issues ensuring compliance with industry regulations and quality standards and collecting customer feedback.
Employment Type
Full Time
