Team Manager: Lead Call Center Excellence & Growth

CP360; Cebu City; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

HMO Medical Insurance

Dental Coverage

Paid Time Offs

13th-Month Pay

Leadership Development Training

Job summary

ContactPoint360 in Cebu is seeking an experienced Team Manager (Associate Manager) to work with the Operations Manager and coordinate projects for efficient customer service delivery. You will lead call centre teams, ensuring top-notch service via phone and email, while guiding teams through performance improvements.

The role requires 1-2 years in team management, excellent communication across levels, and strong coaching for leadership development.

Qualifications

• 1-2 years of experience as Team Manager/Associate Manager
• Ability to communicate, present, and influence credibly and effectively at all levels including C-level executives
• Ability to manage multiple Team Leaders and projects with attention to detail
• Excellent listening, negotiating, and presentation skills
• Excellent written and verbal communication skills

Responsibilities

• Manage the daily operation of the call center to ensure service delivery standards are met
• Lead as the main point of contact for client and company matters
• Ensure timely delivery of solutions according to customer needs
• Communicate progress of initiatives to internal and external clients
• Forecast and track key account metrics
• Assist with high severity requests or escalations
• Analyze performance and identify improvement areas
• Coach and mentor team leaders and support their development
• Assist in managing impact of new products/services on customer levels of service

Skills

Team management

Communication skills

Presentation skills

Influence at all levels

Job description

ContactPoint360 in Cebu is seeking an experienced Team Manager (Associate Manager) to work with the Operations Manager and coordinate projects for efficient customer service delivery. You will lead call centre teams, ensuring top-notch service via phone and email, while guiding teams through performance improvements.

The role requires 1-2 years in team management, excellent communication across levels, and strong coaching for leadership development.