Call Center Manager

Work Location: Muntinlupa (Onsite)

Work Schedule: Monday-Friday regular dayshift

Salary: 60,000

Responsibilities:

Supervise and manage call center operations to meet performance targets and KPIs.

Develop and implement strategies to improve customer experience and service efficiency.

Recruit, train, and mentor call center staff, including team leaders and agents.

Monitor call center metrics (e.g., response time, resolution rate, customer satisfaction) and implement improvements.

Handle escalations, resolve customer complaints, and ensure service quality standards.

Qualifications:

Bachelor’s degree in business administration, Management, or related field. Advanced degreepreferred.

Minimum of 5 years of progressive experience in call center management, with at least 3 years in a senior leadership role.

Proven track record of managing multiple teams with different objectives (sales, service,support)

Technical Skills

Proficiency in call center management software and reporting tools.

Strong understanding of CRM systems and their application in call center operations.

Advanced Excel skills for data analysis and reporting.

Additional Notes:

This position will be working with the digital general insurance platform for South East Asia

Working Set-up: Onsite