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Call Center Manager | Work From Home (Pooling) at Vector Outsourcing Solutions Phils. Inc.

Manila, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Operations, Performance Management, KPI Monitoring, Coaching, Leadership, Process Improvement, Escalation Handling, Analytical Skills, Problem-solving, Interpersonal Communication

Industry

Outsourcing and Offshoring Consulting

Description

Job Description: Manage and oversee day-to-day operations of the voice/call center team Monitor team performance and ensure achievement of KPIs Lead, coach, and develop team leaders and agents to drive performance and engagement Analyze call center metrics and implement process improvements Ensure quality standards and compliance with company policies Handle escalations and resolve complex customer issues Collaborate with other departments to improve customer experience Prepare reports and provide insights to senior management Minimum Qualifications: At least 3–5 years of experience in voice/call center operations Leadership experience preferred (Team Lead, Supervisor, or Manager level) Strong knowledge of call center metrics and performance management Excellent communication and interpersonal skills Proven ability to lead and motivate teams Analytical and problem-solving skills Willing to work in a hybrid setup Others: Equipment provided Hybrid setup

Responsibilities

Manage day-to-day voice call center operations and lead team leaders and agents to achieve KPIs. Analyze metrics to implement process improvements and resolve complex customer escalations.