outbound Operation ManagerClark Outsourcing

About the job Outbound Operation Manager
Position Title: Outbound Operation Manager
Classification: Associate
Salary: 60,000 - 70,000 Peso / month
Reports To: Accounts Manager, Client
Primary Relationships: Client Team
Date: October 2022
Schedule: 8pm-5am (EST)
Responsibilities:
Develop objectives for the call centers day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Requirements:
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Clark Outsourcing

Central Luzon
₱70,000 per month
Permanent
Full-time