Call Center Manager  

The Call Center Manager will report to the Vice President PH and will be a part of the local management team. The role includes, but is not limited to:

• Manage day-to-day operations of call center and related issues.
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Managing the daily running of the call center; liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.
• Monitoring random calls to improve quality, minimise errors and track operative performance.
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff; reviewing the performance of staff, identifying training needs and planning training sessions.
• Recording statistics, user rates and the performance levels of the centre and preparing reports.
• Handling the most complex customer complaints or enquiries.
• Organizing staffing, including shift patterns and the number of staff required to meet demand.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.

KPIs:

• Standard performance targets for call centers (such as; revenue per lead, LTV per customer, productivity per agent / TL, call center profitability…)

Required Experience:

• 3+ years work experience in running an outbound telemarketing call center or an outsourcing partner
• Showmanship, with nothing being too detailed or hands-off
• Great leadership skills, with ability to excite and inspire all levels of a sales organization
• Love for sales
• High sense of urgency and best in class work ethics
• Entrepreneurial spirit
• Fluent in English

Required Soft Skills:

• Good in connecting, mangaging and leading people
• Positive and energetic leader with expertise in managing sales teams
• Hungry with high sense of urgency
• 100% execution-minded and result oriented
• Entrepreneurial hands-on approach to business (lead by example)

Bonus Points:

• Proficient in Tagalog
• MBA at top business school