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• Manage and lead the call centre team to ensure optimal performance, providing coaching and training as necessary.
• Monitor and analyze call centre performance metrics and identify areas for improvement.
• Develop and implement policies and procedures to optimize call centre operations, ensuring that customer service standards are met.
• Liaise with other departments to ensure timely and effective resolution of customer inquiries and complaints.

Requirements

• Schedule and assign tasks to ensure optimal use of resources.
• Develop and maintain positive relationships with customers.
• Maintain and update call centre databases and systems.
• At least 5 years of progressive experience in a call centre management role.
• Bachelors degree in Business Administration or related field.
• Strong leadership and interpersonal skills.
• Excellent written and verbal communication skills.
• Knowledge of call centre technology and experience in implementing call centre systems.

Benefits

- Quarterly Performance Bonus

- Monthly Performance Bonus

- 13th Month Pay

- Health Insurance Reimbursement

- WFH Upgrade Allowance

- 15 Days Paid Time-Off

- 6 Company Wide Holidays

- 6 Country Holidays

- 100% Fully Remote

- 9 AM-5 PM CST