Manager, Contact Center, Pampanga

The Manager, Contact Center is responsible for the for the daily operations of the Contact Call Center.

Essential Functions and Tasks

• Manages Contact Center team operations, orients, trains, coaches, counsels, and disciplines staff. Plans, monitors, appraises, and reviews staff job contributions. Implements cross functional training and succession planning as allowable
• Oversees and manages the overall health and management of the day-to-day contact center operations
• Evaluates, designs, and implements improvement initiatives to deliver increased productivity, process efficiency, improved quality and deliver an industry leading contact center experience
• Implements, monitors, and analyzes report data to effectively and efficiently manage operation and call center performance (e.g. call metrics/service levels, inventory management, KPIs, quality performance, and customer satisfaction)
• Ensures appropriate call center phone coverage, scheduling changes, call routing, and overall work force management