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Services

We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.

Read more
About Robert Walters Philippines

Since our establishment in 2016, our belief remains the same: Building strong relationships with people is vital in a successful partnership.

Learn more

Work for us

Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters

Learn more

Customer Service Manager

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This role offers the opportunity to utilise your leadership skills in a high-volume call centre environment, where you will be responsible for coaching and assisting employees, encouraging them to meet and exceed performance goals. You will have the chance to make a significant impact by preparing reports, suggesting operational improvements, and developing new call strategies based on performance results and your own observations.

  • Opportunity to lead a dynamic team in a high-volume call centre
  • Chance to make significant operational improvements
  • Role that encourages coaching and development of staff

What you'll do:

As a Call Centre Manager, you will play an integral role in ensuring the smooth running of our client's busy call centre. Your primary responsibilities will include developing objectives for daily activities, directing resource planning, collecting and analysing key statistics, managing budgets, hiring and mentoring staff, monitoring procedures, assessing performance metrics, and preparing comprehensive reports. Your commitment to maintaining high customer service standards will be crucial in this role.

  • Develop objectives for the call centre's day-to-day activities
  • Direct efficient resource planning to maximise productivity of resources including people and technology
  • Collect and analyse call centre statistics such as sales rates, costs, customer service metrics etc.
  • Assume responsibility for budgeting and tracking expenses
  • Hire, mentor and provide training to personnel to maintain high customer service standards
  • Monitor and adjust ordering, telephone handling, and other procedures as needed
  • Assess performance with key metrics such as accuracy, call-waiting time etc.
  • Prepare reports for different departments or upper management

What you bring:

The ideal candidate for this Call Centre Manager position brings a wealth of experience in similar roles. You should have a strong background in customer service along with knowledge of performance evaluation metrics. Your understanding of reporting and budgeting procedures will be essential in this role. Experience in basic financial analysis will also be beneficial. Proficiency in MS Office and familiarity with call centre equipment/software programs is required. Above all else, we are looking for someone with outstanding communication skills, excellent organisational abilities, strong leadership qualities, problem-solving prowess, and a positive, patient demeanour.

  • Proven experience as a Call Centre Manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis such as cost-effectiveness, cost-benefit etc.
  • Proficiency in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organisational and leadership skills with problem-solving ability
  • Positive attitude and patience

What sets this company apart:

Our client is renowned for their commitment to providing exceptional customer service. They offer a supportive and inclusive work environment where employees are encouraged to grow and develop. With a focus on continuous improvement, they provide ample opportunities for professional development and career progression. Their comprehensive benefits package includes transportation and meal allowances, paid leave, sick leave, and a generous 13th month pay.

What's next:

Ready to take the next step in your career? Don't miss this exciting opportunity!

Apply today by clicking on the link!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Contract Type: FULL_TIME

Specialism: Industrial

Focus: Customer Service

Industry: Leisure and Sport

Salary: Negotiable

Workplace Type: On-site

Experience Level: Mid Management

Location: Taguig

Job Reference: MRQXHP-796328F2

Date posted: 21 June 2024

Consultant: Jayson Mendoza

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