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Call Center Manager | Work From Home (Pooling)

Vector Outsourcing Solutions Philippines

Key Facts

Remote From: 
Philippines
Full time
Mid-level (2-5 years)
English

Other Skills

  • •
    Team Leadership
  • •
    Coaching
  • •
    Quality Assurance
  • •
    Communication
  • •
    Teamwork
  • •
    Analytical Thinking
  • •
    Social Skills
  • •
    Team Motivation
  • •
    Problem Solving

Job description

Job Description:

  • Manage and oversee day-to-day operations of the voice/call center team
  • Monitor team performance and ensure achievement of KPIs
  • Lead, coach, and develop team leaders and agents to drive performance and engagement
  • Analyze call center metrics and implement process improvements
  • Ensure quality standards and compliance with company policies
  • Handle escalations and resolve complex customer issues
  • Collaborate with other departments to improve customer experience
  • Prepare reports and provide insights to senior management

Minimum Qualifications:

  • At least 3–5 years of experience in voice/call center operations
  • Leadership experience preferred (Team Lead, Supervisor, or Manager level)
  • Strong knowledge of call center metrics and performance management
  • Excellent communication and interpersonal skills
  • Proven ability to lead and motivate teams
  • Analytical and problem-solving skills
  • Willing to work in a hybrid setup

Others:

  • Equipment provided

Hybrid setup
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