Consumer Support Call Center Manager

  • Sector: Monroe Consumer Electronics
  • Contact: Paulene Cleo Maranan
  • Contact Email: paulene.maranan@monroeconsulting.com.ph
  • Client: Monroe Consulting Group
  • Location: Lapu-Lapu City
  • Salary: Negotiable
  • Expiry Date: 21 October 2022
  • Job Ref: BBBH404649_1663729120

Executive recruitment Monroe Consulting Group is recruiting a Consumer Support Call Center Manager on behalf of a multinational electronics manufacturing company. The role will directly report to the Director for Order Management and will be based in Lapu-lapu City, Cebu with mid-shift/night-shift and onsite work setup. Company offers relocation subsidy for applicants outside Cebu province.

Key Responsibilities:

  • Key manager within the Order Management & Customer Service function with direct accountability for developing and sustaining a call center culture of best in class customer service.
  • Manage team including supervisors and customer service representatives from selection, training and development, coaching, counseling, and performance management.
  • Assists in defining metrics and measuring performance for Key Performance Indicators (KPIs)
  • Support the development and maintenance of all statistical reporting for the customer service functions, including timeliness, accuracy, and quality
  • Create and provide monthly scorecards on KPIs ensuring stakeholders remain updated on performance.
  • Responsible for the attainment of established KPIs and Service Level Agreement metrics.
  • Develop and manage overall forecast, budget, and staffing models for the Call Center
  • Responsible for the establishment of and compliance with standard practices in the Call Center and for implementing best practices and continuous process improvement.
  • Balances stakeholders with diplomacy - Anticipating the needs of multiple, high profile stakeholders while protecting the priority of order management responsibilities.
  • Ensures accountability - Holding self and others accountable to be accurate, precise, and timely


Qualifications:

  • Proficient in English Language - written and spoken
  • Bachelor's degree
  • Eight (8) plus years of related experience
  • Five (5) + years senior call center management experience
  • Five (5) + years CRM System experience; preferrable experience in on Zendesk or Salesforce software
  • Intermediate or Proficient Level with Microsoft Office Experience: PowerPoint, Excel, Outlook, Teams, CRM
  • Willing to work either on mid-shift/night-shift (depending on management)