Shift Manager for a Technical Account - Makati

Description:
•Insures Contact Center meet productivity standards.
•Insures client service levels are met or exceeded
•Insures all teams monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies.
• Recommends corrective services within client limits to adjust customer complaints.
•Works with Operations Floor Manager to further develop programs, implement policy, attend client meetings.
•Answers questions about service to Shift managers and Team Leaders and works to develop so repeat questions do not arise. Strives o help the entire team when in need of assistance.
•Determines work procedures, and expedites workflow.
•Issues written and oral instructions to representatives regarding products.
•Disciplines and creates incentives for all staff in conjunction with meeting performance measurements.
• Monitors all areas of performance metrics to assure that standards are met across the board.
•Studies and standardizes procedures to improve efficiency of subordinates. Informs all parties when system is not working effectively. Works with Call Center Director to develop better ways for system to improve quality.
• Works with Team Leaders to resolve grievances.
•Prepares composite reports from individual reports of subordinates
•Interviews and staffs supervisor
Team General Safety and Security:
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
•Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Requirements:
•Education and/or Experience: College degree in management and marketing. 2-3 years call center experience. Strong workforce Management background, Human Resource background.
•Language skills: English, Additional languages a plus
•Computer skills: MS Excel, MS Word, Microsoft Access
•Reasoning Ability: Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods for team to operate.
•Certificates, Licenses,
Registrations: N/A
•Physical Demands: May require weekend or evening work.
•Work environment: The work environment is professional, office. Business attire.
•Able to establish, implement and
•Continuously improve the quality information security policies assigned to him / her.
•Able to establish structures and procedures to protect classified information.
•Able to report information security related incidents without any delay to the proper authorities.
Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality. Able to participate during training, orientation and awareness programs pertaining to QISMS

For faster processing, you can text 0917-806-8034 / 0923-526-8013 for inquiries
or you can directly send your resume to:

acabrigas@globalheadstart.com

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