Contact Center Manager

IDP Education Ltd; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global leader in international education services is seeking a Contact Center Manager in Metro Manila. You will lead the contact center team, ensuring the achievement of KPIs and driving continuous improvements. The ideal candidate has over 5 years of experience and a bachelor's degree in a relevant field. This full-time role offers opportunities for growth and is located in Pasig City.

Qualifications

• Over 5+ years of contact center experience, leading high-performing teams.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience in developing operational processes for contact centers.

Responsibilities

• Oversee daily operations of the contact center team.
• Ensure achievement of contact center KPIs.
• Drive continuous process improvements in student engagement efforts.

Skills

Leadership skills

Interpersonal abilities

Data-driven mindset

Coaching and developing teams

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

CRM systems

Analytical tools

Job description

IDP Education Limited

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose and Key Accountabilities

• The Contact Center Manager will oversee the daily operations of our contact center team. You will ensure the achievement of contact center KPIs, manage a team of contact center agents, and drive continuous process improvements.
• Your leadership will directly influence team performance, operational efficiency, and the overall success of our student engagement efforts.
• We are seeking a manager with strong operational management skills, exceptional interpersonal abilities, and a passion for driving results in contact center operations.
• The ideal candidate will possess an agile mindset, a data-driven approach, and a talent for coaching and developing teams.
• This is a full-time role based in Pasig City, reporting to the Country Marketing Manager, with opportunities for growth within IDP.

Required Experience

• Over 5+ years of contact center experience, with a proven track record of leading high-performing teams.
• A bachelor’s degree in Business Administration, Communications, or a related field.
• Strong leadership skills, including coaching, motivating, and performance management.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders.
• Data-driven mindset with proficiency in contact center technologies, CRM systems, and analytical tools.
• Experience in developing and implementing operational processes, policies, and standards for contact center calling campaigns.
• Proven ability to manage multiple priorities, address challenges, and deliver results in a fast-paced environment.
• Reliability, professionalism, and a proactive leadership style.