Strategic Call Center Operations Leader

Confidential Company; Quezon City; On-site; PHP 520,000 - 760,000; Full time

Job summary

Confidential Company in Metro Manila, Quezon City, is seeking an Assistant Manager to oversee call center programs. You will ensure profitability by meeting client KPIs, maintain staffing ratios, forecast against volumes, coach and manage agents, and drive performance through incentive schemes and disciplinary actions.

The role emphasizes leadership, client relations, English communication, and adherence to policies, with a hands-on approach to daily operations and performance reviews.

Qualifications

• Bachelor’s Degree in any course.
• Two to three years Call Center Operations, Customer Service, BPO, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
• Proficient in call center operations and organization.
• Prior knowledge of client-specifics preferred.
• Proficiency with MS Office applications and call center software such as CMS/IEX, Baleen, Blue Pumpkin.

Responsibilities

• Drive profitability by attaining client KPIs and targets.
• Monitor queues and service metrics; coach on sales metrics and performance.
• Uphold policies and ensure compliance across programs.
• Ensure attendance, schedule adherence, and workplace decorum.
• Maintain staffing ratios and forecast staffing to meet call volumes.
• Coordinate with Workforce for net staffing and scheduling.
• Advocate overtime when needed to meet metrics.
• Recognize top performers and manage incentives and succession planning.
• Conduct performance planning, appraisals, and feedback sessions.
• Take appropriate disciplinary actions for non-performers.
• Provide coaching to underperforming associates and team captains.
• Lead daily/weekly/monthly incentive schemes to boost on-floor performance.
• Ensure timely updates across the program through regular meetings.

Skills

Call Center Operations

People Management

MS Office

Client Relations

English Communication

Time Management

Multitasking

Analytical Thinking

Education

Bachelor’s Degree

Tools

CMS/IEX

Baleen

Blue Pumpkin

Job description

Confidential Company in Metro Manila, Quezon City, is seeking an Assistant Manager to oversee call center programs. You will ensure profitability by meeting client KPIs, maintain staffing ratios, forecast against volumes, coach and manage agents, and drive performance through incentive schemes and disciplinary actions.

The role emphasizes leadership, client relations, English communication, and adherence to policies, with a hands-on approach to daily operations and performance reviews.