About this role
Position Title: Assistant Manager for Contact Center - Iloilo Shift:
Job Description: Responsible for serving as the operations point of contact in for day-to-day operations, including but not limited to, facilitating issue resolution, meeting goals and targets Primary duties may include, but are not limited to:
• Conducts Performance reviews and participates in performance management initiatives. • Acts as a liaison for both internal and external groups for program initiatives. • Contributes in creating, launching and driving critical account initiatives and programs. • Provides inputs to policies and processes impacting the operations. • Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis. • Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition. • Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call. Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.