Contact Center Manager Up to 70k Full Time

JOB DESCRIPTION

Above Industry Rates, Private Medical Insurance + 1 dependant, 15 days leave, Monthly Dinner & Lunch. Join Us!

Go-Va provides clients based in Australia with offshore employees. We are managed operations, not a BPO. You will work in the Go-Va office in Cebu and have direct contact with your Australian company on a daily basis who will train you in their policies and procedures. Go-Va management on site is there to support you and we provide you with many benefits.

What we are looking for is someone that can provide leadership to the current team and client’s Customer Contact Centre. The center is responsible for Customer Support in order to provide the highest level of customer service to client’s existing and new customers. The team is also responsible for Transaction Monitoring which involves monitoring and reviewing system-flagged transactions and messages to ensure that the client’s SOP follows the prescribed identification and compliance requirements as wells as identifying possible fraudulent activity.

The main duties include:

• Working with colleagues in IT to ensure uptime is maintained for the Philippines contact center.
• Ensuring robust Disaster Recovery measures are in place for US contact center
• Liaising with the WFM in the UK to ensure adequate cover in case of emergencies impacting the operation of the US center.
• Assisting the VP Customer Service in the analysis of performance statistics, relating to the Philippines center and global operation.
• Run weekly performance management meetings with Philippines team managers.
• Manage the recruitment of Client’s Customer Service Executives the Philippines.
• Ensuring adequate 24/7 cover in line with business requirements.
• Drive efficient teamwork within the CSC.
• Advocacy of excellent customer service to the teams.
• Working with the team managers to manage absences and lateness.
• Managing a quality and performance review process.
• Where necessary reviewing transactions.
• Oversight and where necessary involvement with escalated cases via calls or emails, or chat
• Daily organization of the team to ensure they are meeting KPIs.
• Managing, organizing, or delivering the training and development of staff.
• Carrying out any other tasks as may be requested from time to time.
• Development and/or selection of Team Managers
• Working with the VP Customer Service on planning strategic change
• Maintaining the WorldRemit culture within the CSC
• Working closely with the CCM UK and CCM US to ensure equivalent standards are maintained in each center.
• Liaise with the local Operations team to report any service/systems issues.
• Implement local training group and organize training using a collaborative approach.
• Work closely with the local office management group to ensure a positive working environment.
• Work closely with the local People (HR) team to ensure Philippines employment law is followed correctly.
• Work closely with the local People (HR) team to ensure payroll is managed effectively.
• Work with the global BCP team to ensure robust continuity plans are in place for the Philippines center.

LOOKING AT THE FOLLOWING TRAITS:

• Works well with others at different levels & in different functions
• Able to develop & inspire others
• Good at managing both processes & people
• Able to jump into a technical/transaction focus
• Able to step from hand- on to a holistic view of operation & performance

If you believe you’re the right person for this role APPLY NOW at http://www.go-va.com.ph/application-form/.

(Please make sure that you have answered our online application )

Salary is negotiable based on skills years of experience.

Interview and Assessment will be at: GO Virtual Assistants, Inc. 8th Floor Gagfa Tower, F. Cabahug Road, Mabolo, Cebu City (We are located next the Sykes Building)

We look forward to hearing from you.

Tagged as: Administration