See more job openings in Business Process Outsourcing


US-based training company with a team in Manila that provides critical back office support to our global network of over 26 industry training portals that service over 4 million clients worldwide.


•    Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
•    Responsible for development and administration of annual department budget to attain business goals with operational stability,
•    Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
•    Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
•    Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
•    Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
•    Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
•    Manage and expand client and coworker relationships,
•    Find and close new revenue opportunities within the existing client base,
•    Oversee the support teams like HR, IT and Facilities


•    Minimum 5 years of Call Center/Contact Center management experience,
•    Effective leadership and analytical skills including working knowledge of P&L, staffing models, scheduling, and telecom opportunities,
•    Exceptional ability to develop and manage results-oriented recruiting and training programs,
•    Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
•    Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
•    Strong negotiation, interpersonal, written and oral communications skills

July 16 – September 30, 2018


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