Call Center Operations Manager - Retail (Cebu City) - TASQ Staffing Solutions | Career Page

Call Center Operations Manager - Retail (Cebu City)

Cebu City, Cebu, Philippines

Job Openings Call Center Operations Manager - Retail (Cebu City)

Position: Operations Manager - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice Support

Work Arrangement: Fully Onsite in Cebu City

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: Bachelor's Degree

Work Experience:

At least 4 years of experience as an Operations Manager or Senior Group Leader in any domain, preferably in retail
Responsible for managing three Assistant Managers and conducting business reviews

Responsibilities:

Team Leadership and Development: Leading and mentoring call center supervisors, coaching teams on best practices, fostering a culture of accountability and continuous improvement, and overseeing hiring, coaching, and performance management.
Performance Management and Monitoring: Tracking and managing key performance indicators (KPIs), analyzing team and individual performance to identify trends and areas for improvement, and implementing strategies to enhance revenue and profitability.
Operational Excellence and Strategy: Developing and executing strategies to boost productivity, customer satisfaction, and employee engagement; evaluating team results and setting objectives; and maintaining or improving call center operations.
Customer Service and Quality Assurance: Implementing strategies to enhance customer satisfaction, resolving operational issues, ensuring compliance with industry regulations and quality standards, and collecting customer feedback.