manager i, Customer careContinuum Global Solutions

Manager I, Customer Care
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 www.continuumgbl.com.
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.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Continuum Global Solutions

Cebu
Permanent
Full-time