
Call Centre Senior Operation Manager (Tagalog Speaker)
Salary undisclosed
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• Oversee daily operations of the call center to ensure smooth workflow and high-quality service. • Lead, coach, and develop operations managers, team leaders, and support staff to meet and exceed performance goals. • Monitor KPIs and metrics such as service levels, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). • Collaborate with other departments (HR, IT, QA, Training, etc.) to ensure alignment with overall business objectives. • Drive process improvement initiatives to enhance efficiency and customer experience. • Handle escalations and complex customer issues as needed. • Prepare and present regular reports and analysis to senior leadership. • Manage workforce planning, including staffing, scheduling, and capacity forecasting. • Ensure compliance with company policies, industry regulations, and quality standards. • Familiarity with Tagalog language to support effective communication with the team and customers where applicable. • Demonstrated experience managing profit and loss (P&L) responsibilities, including budgeting, cost control, and financial performance analysis. • Stay up to date with trends in customer service technology and call center best practices.