- Location
- Iloilo
- Type
- Full-time
- Department
- Sales
- Seniority
- Director
- Closing date
- Today
- Source
- Vincere
Description
Essential Duties and Responsibilities:
-
Managing daily Call Center performance ensuring high levels of Customer Service
-
Driving sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the entire team
-
Driving and motivating the team to master sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
-
Using data to identify trends and insights, root cause, anticipate challenges, and developing team-wide action plans that drive sales and operational performance consistent with the company's Core Values
-
Collaborating with business partners to proactively develop improvement initiatives
-
Conduct periodic employee reviews with call center management and employees and meet 100% annual reviews as directed by Senior Leadership and Human Resources
-
Conduct other responsibilities as set by Customer Care Leadership
-
Successfully lead up to 500+ call center agents and management team
-
Motivating and generating enthusiasm among employees, thereby promoting excellent morale
-
Providing honest and timely performance and culture-fit feedback while identifying opportunities for growth and learning
-
Creating, recommending, and implementing a Call Center growth strategy
-
Developing and managing the annual departmental budget, including identification of and clear justification of key variances to the senior Call Center leadership team
-
Assist Senior Stakeholders in establishing clear roles, direction, responsibilities, and performance requirements for the Call Center Management team
-
Assist in skills assessment by measuring and reviewing periodic performance, delivering feedback, assessing reactions, and responding appropriately
-
Promote retention of valuable resources and develop capabilities to advance key business initiatives
-
Assist the Senior Stakeholder in providing strategic and tactical planning for the Call Center to ensure quality interactions with clients, subscribers, associate satisfaction, and operational effectiveness
-
Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
-
Lead Enterprise-wide initiatives to advance performance in all call centers
-
Assist Senior Stakeholders in defining Call Center KPI's and effectively implement them
