Transcom Asia Call Center
Call Centre Manager for Operations
(National Capital Reg – Pasig City)

Responsibilities:

* The successful incumbent will have a shared responsibility for the success of NuComm International Philippine’s 24X7 operation.
* You will support, motivate and coach Employee Performance Supervisors so that all Tele-Service Representatives (TSR) have the opportunity and capability to meet and exceed campaign minimums.
* You will help to establish, grow and nurture the culture of the Manila office.
* You will be the advocate for the EPS.
* You must understand client campaign objectives and be able to communicate these objectives and minimum expectations to individuals within the campaign.
* In this role, you will ensure we are consistently meeting client specifications.
* You will understand how your role as Call Centre Manager impacts NuComm’s Business Model. Effective management of business practices (ISO and NuComm’s Business Model) to ensure the quality customer management and high employee morale is essential.
* In this role, you will report directly to the Director of Call Centre Operations.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Minimum of 2 years management experience preferably in the call center or outsourcing industry.
* Minimum 5 years experience in a customer service environment.
* Must successfully complete the Call Centre Management Certification course within six months of accepting the position.
* An aptitude to handle change in a fast paced dynamic environment.
* An ability to motivate and coach staff and manage client expectations.
* Superior ability to build relationships and promote an environment focused on team development and continuous improvement.
* An ability to take ownership of timelines and do the appropriate follow-ups.
* Lead by example when speaking to internal and external customers.
* Proven sales and customer service skills.
* Excellent organizational, interpersonal and communication skills.
* An ability to enhance consistency/communication within a centre of different targets/processes.
* Excellent computer skills – Word, Excel & Internet.
* Thorough understanding of reporting, trend analysis and project management.
* Flexible and positive attitude.
* Applicants must be willing to work in Pasig City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Full-Time position available.

Transcom Asia
4th Flr. Transcom Center Bldg.,
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2447 or 702-2400 ext. 38115/38112