Assistant Manager for Contact Center - Iloilo
Read straight from Carelon Global Solutions Philippines's careers page, verified 1d ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
LocationIloilo - Mandurriao
Work modeon-site
Typefull-time
SeniorityMid
Experience5+ yrs
Company size1,001–5,000 people
PostedJan 30, 2023 · 3y ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
5 years of related experience in a call center environment
BA/BS degree or equivalent combination of education and experience
Acts as a liaison for internal and external groups for program initiatives
Manages a team of CCRs in operations activities
Position Title:
About the role
Assistant Manager for Contact Center - Iloilo
Shift:
Job Description:
Responsible for serving as the operations point of contact in for day-to-day operations, including but not limited to,
facilitating issue resolution, meeting goals and targets
Primary duties may include, but are not limited to:
•
Conducts Performance reviews and participates in performance management initiatives.
•
Acts as a liaison for both internal and external groups for program initiatives.
•
Contributes in creating, launching and driving critical account initiatives and programs.
•
Provides inputs to policies and processes impacting the operations.
•
Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis.
•
Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition.
•
Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call. Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Requirements
Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.
More roles at Carelon Global Solutions Philippines