Work Location: Vertis North, Quezon City

Schedules: Shifting schedules / Graveyard

Work Arrangement: On site

Preferably who can start ASAP

Overview

Responsible for the profitability and management of call center operations activities of a very large, multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the managed account/s. Acts as the primary interface of clients and maintains cordial and effective working relationships with them. Ensures the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams. Ensures that all client/s / account/s / program/s processes and procedures are adhered to and that individual/team/program metrics are consistently improving.

Required skills + qualities (technical):

• Bachelor’s Degree in any course, preferably Business or Business Management.
• Completion of all PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen
• Three (5) to five (8) years Call Center Operations, Customer Service, Business Process Outsourcing experience in a Senior Managerial capacity (Technical/Telco account)

Please refer to job description.