Call Center Operations Manager - Retail
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: RetailStart Date: August 15Support Type: Voice SupportWork Arrangement: Fully Onsite in Cebu CityShift Schedule & Rest Days: 24/7 coverageEducational Requirement: Bachelor's DegreeWork 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
- 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.