Call Center Representative

• Supervise contact center staff, including active performance management and employee development.
• Provide day-to-day supervision of communicators and implement and communicate performance standards.
• Provide clarity, gain commitment, and hold team members accountable for performance expectations.
• Coach team members for success and support the development of direct reports.
• Conduct performance evaluations, coaching sessions, and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and applicable Philippine labour laws.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver program training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact center operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved.
• Deliver service that meets or exceeds client KPIs and service-level requirements.
• Maintain all agreed service levels and operational metrics.
• Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
• Manage contact center operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), and appropriate communication standards.

Call Center Supervisor – Licensed

• Collect data on property key data points
• Record results into our internal data collection system
• Conduct efficient and accurate online research using various tools available
• Understand importance of key industry data points being gathered
• Confirm and update information in our data collection system
• Follow strict guidelines for obtaining consistent unbiased data
• Meet stringent quality assessments standards and work monitoring requirements
• Cooperate with co-workers and management while working toward department goal
• Maintain center standards for performance and productivity
• Follow all center policies and procedures as outlined in the call center policy addendum

Call Center Agent, Outbound Market Research

• Oversee daily call center operations, ensuring service levels and KPIs are consistently met.
• Analyze call metrics, optimize workflows, and implement improvements to drive efficiency and quality.
• Lead and support the team while collaborating with client stakeholders to resolve issues and maintain service standards.
• Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
• Monitors the time and attendance and adherence of policy for team members to include any necessary training.
• Coaches, develops and counsels existing team members to higher performance.
• Hires new team members. Conducts training for customer service processes for team members, clients and merchants.
• Reinforces training through day to day interactions.
• Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation.
• Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
• Educates team members on quality assurance and productivity.
• Monitors work queues, assigns daily work and verifies completion to achieve service level standards.
• Adjusts daily staffing work plans to meet business needs.
• Creates and adjusts staff schedules to effectively manage volumes.
• Recommends changes in work processes to increase productivity and efficiency.
• Audits agent system activity to ensure policy compliance.
• Manages escalated Customer issues that are not resolved at the agent level.
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Tracks and reports to appropriate teams for further research and action.

Team Lead – Contact Center

• Create engaging AI-generated content for social media, marketing, and branding
• Produce and edit both short-form and long-form videos
• Utilize AI tools for scripting, voiceovers, captions, graphics, and content enhancement
• Develop visually appealing, trend-driven content aligned with brand direction
• Collaborate with the team for campaign ideas and creative execution
• Ensure content is optimized for TikTok, Instagram, Facebook, YouTube, and LinkedIn
• Stay updated with the latest AI content creation trends and tools

Call Center Representative jobs in Philippines

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Call Center Supervisor – Licensed

Call Center Agent, Outbound Market Research

Team Lead – Contact Center

AI Content Creator, Video Editor