Call Center Operations Manager - Retail (Cebu City)

TASQ Staffing Solutions; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

A leading staffing agency is looking for an experienced Operations Manager to oversee the call center operations in Cebu City. The ideal candidate will have at least 4 years of experience in management, preferably in retail, and a Bachelor's degree. Responsibilities include team leadership, performance management, and enhancing customer satisfaction. This position requires a fully onsite presence in Cebu City.

Qualifications

• At least 4 years of experience as an Operations Manager or Senior Group Leader in retail.
• Experience managing Assistant Managers and conducting business reviews.
• Experience in retail is preferred.

Responsibilities

• Lead and mentor call center supervisors and teams.
• Track and manage key performance indicators to enhance performance.
• Develop and execute strategies for operational excellence.
• Implement strategies to enhance customer satisfaction.

Skills

Team Leadership

Performance Management

Operational Strategy

Customer Service

Retail Experience

Education

Bachelor's Degree

Job description

Call Center Operations Manager - Retail (Cebu City)

Position: Operations Manager - Retail (Cebu) | Onsite

Account Type: Retail

Start Date: August 15

Work Arrangement: Fully Onsite in Cebu City

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: Bachelor's Degree

Work Experience:

• At least 4 years of experience as an Operations Manager or Senior Group Leader in any domain, preferably in retail
• Responsible for managing three Assistant Managers and conducting business reviews

Responsibilities:

• Team Leadership and Development: Leading and mentoring call center supervisors, coaching teams on best practices, fostering a culture of accountability and continuous improvement, and overseeing hiring, coaching, and performance management.
• Performance Management and Monitoring: Tracking and managing key performance indicators (KPIs), analyzing team and individual performance to identify trends and areas for improvement, and implementing strategies to enhance revenue and profitability.
• Operational Excellence and Strategy: Developing and executing strategies to boost productivity, customer satisfaction, and employee engagement; evaluating team results and setting objectives; and maintaining or improving call center operations.
• Customer Service and Quality Assurance: Implementing strategies to enhance customer satisfaction, resolving operational issues, ensuring compliance with industry regulations and quality standards, and collecting customer feedback.