Profit-Driven Call Center Operations Manager

Confidential Careers; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Confidential Careers in Manila (Philippines) is seeking an Assistant Manager to lead call center operations, ensuring profitability and alignment with client KPIs. You will coach teams, conduct appraisals, and manage staffing based on forecasted call volume.

The role requires a Bachelor's Degree and 2–3 years in related operations, with proficiency in CMS/IEX and MS Office. Client-specific knowledge is a plus, and the position is on-site in Quezon City.

Qualifications

• Bachelor's degree required.
• 2–3 years in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and CMS/IEX.
• Prior knowledge of client-specifics preferred.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing by maintaining ratios and coordinating with Workforce Management, including overtime planning.
• Uphold policies and ensure team adherence to attendance, scheduling, and decorum.
• Lead performance management through coaching, appraisals, and feedback, including disciplinary actions and recognizing top performers.
• Design and implement incentive schemes to improve floor performance.
• Ensure timely communication of all updates to program team members.

Skills

Coaching

Performance management

Disciplinary actions

Staffing optimization

Education

Bachelor's Degree

Tools

CMS/IEX

MS Office

Job description

Confidential Careers in Manila (Philippines) is seeking an Assistant Manager to lead call center operations, ensuring profitability and alignment with client KPIs. You will coach teams, conduct appraisals, and manage staffing based on forecasted call volume.

The role requires a Bachelor's Degree and 2–3 years in related operations, with proficiency in CMS/IEX and MS Office. Client-specific knowledge is a plus, and the position is on-site in Quezon City.