Alta SE Asia Philippines Corp.

Alta SE Asia Philippines Corporation is a 100% wholly owned subsidiary of Alta Resources with the primary purpose of engaging in and carry on the business of operating customer contact centers providing outsourced customer support services, including customer acquisition, customer care, and technical support through phone, web, e-mail, or fax; and providing technical support, software development, and information technology professional services for both outsourced and in-house contact centers focused on delivering productivity improvements and cost efficiencies.

Position Background:

The Call Center Manager directs and manages activities within the Alta SE Asia contact center to meet client metrics, ensure appropriate staffing levels, retain high quality agents, obtain optimum results, and ensure efficiency and economy of operations. Hours of operation for the contact center are 24x7x365. This position primarily works evening hours. As business needs arise, day hours may be necessary. This position reports directly to the Site Director.

Call Center Manager
(National Capital Reg – Pasig City)

Responsibilities:

* Creates and maintains a strong partnership with US counterparts and client liaisons
* Directs and ensures optimal performance activities regarding workforce management, training, and quality
* Instills a strong sense of customer focus, professionalism and client branding throughout the team
* Prepares monthly reports to show how Client and company goals are being met and exceeded and to identify issues that need to be resolved in meeting program objectives
* Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow
* Provides customer service including ad claims, damages, order entry, order tracking, sales materials (P.O.S., Deal Sheets, Surveys, Samples, Planograms), deductions and credit problems
* Maintains a high level of team morale, motivation, and retention
* Directs research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives
* Maintains an English speaking work environment at all times
* Other duties as assigned

Requirements:

* Bachelor´s degree required
* 3 or more years call center management experience in the Philippines (preferably for a US based company) required
* English proficiency
* Ability to build strong customer relationships
* Professional written and verbal communication and interpersonal skills
* Proven ability to motivate and retain staff
* Broad business knowledge to include P&L, budget, cost management, revenue growth
* Understanding of client metrics
* Ability to travel to United States as driven by business needs

Alta SE Asia Philippines Corp.
34/F Wynsum Corp. Plaza F. Ortigas Jr. Road Ortigas Ctr Pasig City 1600.