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Benedict Carl Manpower Consulting Inc

Call Center Operations Manager

Benedict Carl Manpower Consulting Inc Posted: 2 Month
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  • Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
  • Prepares call center performance reports by collecting and analyzing call agents’ data.
  • Evaluates individual performance reviews and overall team effectiveness with upper management.
  • Helps call agents with challenging customer service issues.
  • Monitors team performance and provide tools if necessary.
  • Determines call center operational strategies by evaluating team results and objectives.
  • Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
  • Meets financial targets by estimating performance requirements and preparing annual budgets.
  • Presents monthly and annual call center action plans and objectives.


  • Graduate of any business course
  • With at least 5 years’ working experience as Operations Manager in the Business Process Outsourcing
  • A successfully completed management course is a plus
  • Excellent understanding of technology, software applications, and phone and computer systems
  • Advanced customer focus and customer service skills
  • Exceptional training and coaching skills to motivate employees
  • Great verbal and written communication skills
  • Ability to remain calm and in control of a situation

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