Call Center Operations Leader | Performance & Staffing

Confidential; Quezon City; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Confidential is seeking a Manager-level professional to drive profitability in a high-volume call center program in the Metro Manila area. The role focuses on achieving client KPIs, overseeing operations, staffing with Workforce Management, and enforcing attendance and scheduling policies.

The ideal candidate will have 2–3 years in Call Center Operations at an assistant/manager level, strong MS Office skills, and familiarity with CMS/IEX.

Qualifications

• Bachelor's Degree is required.
• 2–3 years of experience in Call Center Operations at assistant/manager level.
• Proficiency in call center operations, MS Office, and CMS/IEX.
• Knowledge of client-specifics is preferred.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels with Workforce Management, managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold policies and procedures, ensuring attendance, scheduling, and workplace decorum compliance.
• Lead performance management through coaching, appraisals, feedback, and disciplinary actions; recognize top performers.
• Design and implement incentive schemes to drive floor performance.
• Communicate all company and client updates to program team members in a timely manner.

Skills

Leadership

Performance management

Communication

Education

Bachelor's Degree

Tools

CMS/IEX

MS Office

Job description

Confidential is seeking a Manager-level professional to drive profitability in a high-volume call center program in the Metro Manila area. The role focuses on achieving client KPIs, overseeing operations, staffing with Workforce Management, and enforcing attendance and scheduling policies.

The ideal candidate will have 2–3 years in Call Center Operations at an assistant/manager level, strong MS Office skills, and familiarity with CMS/IEX.