CALL CENTER MANAGER
iRemit Inc. is the leading non-bank remittance company that has recently been publicly-listed. It serves the remittance needs of thousands of Overseas Filipino Worker’s in 25 countries across North America, Europe, Australia, Asia, the Pacific Isles and Middle East. iRemit is committed to serving the OFWs by utilizing the latest in technology to provide FAST, CONVENIENT and EFFICIENT service.
We live by these core values – Excellence, Customer Satisfaction, Teamwork and Integrity. Joining iRemit will give you the opportunity to work with young, dynamic and highly creative individuals, who have the passion for work excellence and unparalleled service to our Filipino OFWs.
Are you ready to take the challenge? Don’t miss our career opportunities and be part of our company towards achieving global success
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Responsibilities
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DUTIES and RESPONSIBILITIES
Guides and monitors the performance of Country Customer Care Officer (CCCO) to ensure that Company goals and targets are achieved. Oversee the formulation of marketing strategies to increase market share and profitability
Provides customer support to the Foreign offices and Tie ups. Directly handles CCCO and monitors queries and complaints from external and internal clients. Directly coordinates problems with the Regional Managers to ensure efficient servicing of remittances to beneficiaries.
Checks and monitors the day to day operations is not hampered when one CCCO is unable to report to work.
Assists in the management of the day-to-day operations of customer support that Foreign offices and Tie-up’s requirements are met and ensuring that the daily reportorial requirements are submitted to the different units of the Company
CALL CENTER MANAGER
Assists in the management of the day-to-day operations under CCCO to ensure the efficient handling of customer complaints and timely submission of reports to different units of the Company
Provides guidance and coaching to all CCCOS to ensure that company and individual targets are met. |
Requirements
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DUTIES and RESPONSIBILITIES
Guides and monitors the performance of Country Customer Care Officer (CCCO) to ensure that Company goals and targets are achieved. Oversee the formulation of marketing strategies to increase market share and profitability
Provides customer support to the Foreign offices and Tie ups. Directly handles CCCO and monitors queries and complaints from external and internal clients. Directly coordinates problems with the Regional Managers to ensure efficient servicing of remittances to beneficiaries.
Checks and monitors the day to day operations is not hampered when one CCCO is unable to report to work.
Assists in the management of the day-to-day operations of customer support that Foreign offices and Tie-up’s requirements are met and ensuring that the daily reportorial requirements are submitted to the different units of the Company
Assists in the management of the day-to-day operations under CCCO to ensure the efficient handling of customer complaints and timely submission of reports to different units of the Company
Provides guidance and coaching to all CCCOS to ensure that company and individual targets are met |
Qualifications
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JOB SPECIFICATIONS
Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in any field
At least 3 year(s) of working experience as Call Center Manager
Preferably Assistant Manager / Managers specializing in Customer Service or equivalent
Knowledge on the different remittance products and services advantage
Strong leadership and consensus building skills; marketing management and strategic planning experience; a proven track record in developing and administering a marketing program
Proven sales and customer service skills
An ability to take ownership of timelines and do the appropriate follow-ups
Must possess top level business management, interpersonal, and facilitation skills
Must be people-oriented and results-driven
Has ability to investigates, identifies, and analyzes key issues and the associated alternatives, benefits and costs to develop practical solutions
Able to manage and oversee the customer support team that will provide the necessary support for the Foreign partners
Able to manage and maintain business relationships with the different business partners abroad
Able to manage the customer support staff and motivate them to perform their functions well
Able to identify areas for improvement in the system for an efficient servicing of Foreign office and tie-up requirements |
Additional Job Information
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