An eCommerce company looking to move its customer service to the Philippines is Looking for an expat with experience in managing a call center in Manila or Cebu of 50 seats.
Collaborates with home office and field leadership and other third parties to identify and resolve system or process issues and program implementation.
5 years management experience
2-3 years experience managing a call center with budget responsibility with external and internal customer focus.
Experience establishing customer care standards, call center performance metrics and work force management application/processes.
Ability to think strategically and develop supporting tactical plans with appropriate sense of urgency.
Strong communication and leadership skills; ability to work with all levels of management.
Thorough understanding of call center metrics.
Strong operational knowledge of call center technologies, performance management and resource planning.
Excellent interpersonal skills in building and managing relationships, influencing and negotiating partnerships, while maintaining the ability to achieve results through others.
Ability to identify, evaluate, and implement solutions that will improve the ability to generate revenue, decrease operating costs, and increase customer satisfaction and loyalty.
Ability to facilitate, build teams and work with groups.
Results oriented, able to use data as a means towards improved metrics.
Strong, collaborative problem solver.
Experience developing and maintaining project plans, controlling scope, costs, issues, and risk management.
Strong computer skills, including MS Excel and desktop tools (e.g., Google apps).
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