Call Center - senior managers required - major expansionGLOBAL EMPIRE BPO CORPORATION

CALL CENTER - SENIOR MANAGERS REQUIRED - MAJOR EXPANSION
 
HIRING EXECUTIVE POSITIONS NOW - NUMEROUS DIRECTORS REQUIRED
 
Salaries range from 40K to 100K+ Per Month
 
Global Empire Corporation is a cutting-edge leader in the contact service vertical. We handle some of the most recognizable names in business today. We offer reliability, high security and unsurpassed cost savings to our clients. Since 1999, Global Empire Corporation has focused on delivering exceptional value to companies around the world. Global Empire Corporation has a strong heritage in technology but added capabilities throughout the years to focus on a wider range of businesses to become a global business process outsourcing company. Global Empire Corporation is a global provider of business process outsourcing (BPO) services with over 5,000 employees and has been committed to making a positive impact on our clients' business results. Our company mission is to enable and empower our staff to fight for our clients' brands every day to return value to our stakeholders. We answer the demands of global businesses in fiercely competitive markets, partnering with our clients to reach the goal congruency necessary to deliver superior customer results, beginning with our staff.
 
We are expanding our contact centre in Cebu and we are currently hiring for management level positions. We need Directors for all aspects of the call center / BPO industry.
 
The manager provides World-class support to the Call Center Agents and our clients' customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops call center agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.
Identify, Prioritize, and Coach agent development area
Document account resolutions, issues, and general notes
Assists agents with functionality and basic troubleshooting of product or account issues for the customers
Maintains target levels of performance required by the client
Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
Provides appropriate motivational techniques to promote team building and to increase team and Call Center morale.
Helps maintain a good team and working environment
Multitasks, listens, inputs data, probes, and proves solutions to the agents
Ensures that all Agent reference materials are up to date
Undertakes duties of a general nature or additional tasks as business requires.
Conducts mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
Ensures that agents have working equipment and all items needed to do their job.
Coach, develop and retain a diverse and highly effective customer service workforce.
Ensures the overall quality and productivity of call center customer service function by evaluating and analyzing quantitative and qualitative performance results and develops and initiates actions to improve employee performance.
Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
Drives performance culture by providing feedback around goals and expectations.
Acts as a trusted advisor providing guidance when sought out; builds productive relationships within leadership and support groups.
Partners with internal departments such as Workforce Management, Human Resources, Training and Quality to focus on common goals and influence performance of site and change employee behavior.
Plans, approves, and implements programs for the timely development and progression of employees - both direct reports and other internal employees.
Assesses organizational performance management needs.
Monitors team performance to ensure site goals are being met; teams are in compliance with policies and procedures. Initiate actions to help drive team performance.
Qualifications
5 years of leadership experience; call center experience preferred. Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Ability to maintain high level of confidentiality and work with highly sensitive data and information.
Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
Solid communication/presentation skills to effectively speak/facilitate to large audiences using various means of media.
Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
Strong listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
Solid problem-solving skills for the purpose of solving issues related to team performance.
Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.
Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.
Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.
Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
Ability to work a flexible schedule to meet the needs of the business and performance requirements.
Job Requirements:
Must be able to work late evenings into the morning as all our customers are North American based businesses.
All work is on-site in our safe and clean office. There are no Work from Home opportunities.
Work is accomplished in an office space equipped with a telephone and computer.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
Must have your own vehicle or reliable transportation.
This is not another "JOB", rather this is a CAREER. We are ideally looking for someone who can manage, train, coach and motivate a group of call centre agents. Experience in managing a team and working in a call centre is a must.
 
Currently we are not accepting applications for call centre agents and this employment ad is strictly for management personnel. We will be hiring for call centre agents at a later date.
 
Please email your resume along with a detailed description of your call center experience. Please also indicate what position you are applying for.