Virtual Call Center Manager

Casago is a dynamic and rapidly growing vacation rental management company providing exceptional customer service to both its owners and guests. We pride ourselves on our commitment to excellence, innovation, and employee development. As we expand our operations, we are seeking a skilled and experienced Virtual Call Center Manager to lead a team based in the Philippines.

**Job Overview:**
We are looking for a talented and dedicated Virtual Call Center Manager to oversee the day-to-day operations of our Philippines-based virtual call center. The ideal candidate will have extensive experience in call center management, a proven track record of hiring and retaining talent, achieving operational targets, and exceptional leadership skills. The Virtual Call Center Manager will be responsible for ensuring the efficient functioning of the call center, driving performance improvements, and delivering excellent customer service to Casago customers.

**Responsibilities:**
1. Lead, mentor, and motivate a team of virtual call center agents to achieve performance targets and deliver outstanding customer service.
2. Develop and implement strategies to optimize call center operations, including workforce management, process improvements, and technology enhancements.
3. Monitor key performance indicators (KPIs) such as call volume, average handling time, first call resolution, and customer satisfaction scores, and take proactive measures to address any performance issues.
4. Conduct regular performance reviews, provide constructive feedback, and identify opportunities for training and development to enhance the skills and capabilities of the call center team.
5. Collaborate with other departments, to ensure seamless operations and continuous improvement initiatives.
6. Manage staffing levels, scheduling, and resource allocation to meet service level agreements (SLAs) and maintain optimal levels of productivity and efficiency.
7. Implement and maintain adherence to company policies, procedures, and compliance requirements, including data security and privacy regulations.
8. Prepare regular reports and presentations on call center performance, trends, and insights for senior management review.

**Qualifications:**
1. Proven experience (minimum of 3 years) in call center management, preferably in a virtual or remote environment.
2. Strong leadership skills with the ability to inspire, motivate, and develop a high-performing team.
3. Excellent communication skills, both verbal and written, with proficiency in the English language.
4. In-depth knowledge of call center operations, including workforce management, performance metrics, and quality assurance practices.
5. Familiarity with call center technologies and software, such as CRM systems, IVR platforms, and workforce management tools.
6. Ability to work flexible hours to accommodate the needs of a virtual call center operating across different time zones.

**Location:**
This is a remote position based in the Philippines.

**Benefits:**
– Competitive salary package
– Performance-based incentives
– Opportunities for career advancement and professional development
– Comprehensive training programs

Join our team and be part of a dynamic and collaborative work environment where your skills and talents are valued and rewarded. Apply now to become our next Virtual Call Center Manager and take your career to new heights!