customer care manager- TelecommunicationsContinuum Global Solutions

Are you an experienced leader with 2+ years of call center experience? Have you supported US clients within a customer care environment? Are you located in Cebu? We have an immediate opening for an Operations Manager, to support our growing business in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY!
ESSENTIAL FUNCTIONS
-Direct supervision of a customer service team that respond to request for support via phone, chat or e-mail
-Hire, train and coach staff in standard policies, procedures, and best practices.
-Identify opportunities for operational improvements and recommend/implement solutions.
-Monitor and motivate staff including delivering performance appraisal and corrective action
-Serve as first point of contact for all employee related issues
-Contribute to the development of processes and procedures.
-Answer agent questions regarding best practices or handle escalations.
-Prepare reports and analyze data to assist management as they determine call center goals.
-Work with other supervisors and management team members to support agents and maximize customer satisfaction.
PERKS & BENEFITS
-Salary Range: based on experience)
-Stable Full-Time Employment
-Insurance & Other Company Benefits
-Fun, Casual Work Environment
REQUIRED EDUCATION AND EXPERIENCE
-2+ Years of Supervisory experience within the BPO environment
-Must have experience supporting to US clients
-Proven track record in Employee Performance Management and People Development
-Experience in working with people on different levels
-Good negotiation skills and diplomacy
-Proven analytical ability
-Proficient in MS Office to create spreadsheets, presentations and word processing software
-Strong organizational skills
-Excellent written and verbal communication skills
-A strong team player
-Excellent interpersonal / coaching skills
-Thrives in a fast pace client driven environment
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at
continuumgbl.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.