Vital Call Center Link (VCC Link) started in January 2004, and was incorporated to primarily offer contact center solutions to offshore companies, and now answer to call center needs: systems and procedure development and set up, supply of quality manpower, provide sales and customer service training.

Vital Call Center Link offers global call center solutions and serves as a vital link between Philippine call centers and outsourcing off-shore companies. VCC Link understands the importance of your customer's customs and way of life and weaves world-class quality calling standards in program setup, training and manpower development.

For our recruitment services, VCC Link is dedicated to the highest standards of service to both our clients and candidates. We try to match you with the companies that we work with; understanding exactly the needs of both the employer and the jobseeker is our utmost concern.

Our client for this position is an international provider of integrated customer management solutions, including customer contact, fulfillment and marketing services. They are currently expanding their team and looking for the right candidate with the right type of aptitude for this challenging position.

Requirements:

• QUALIFICATIONS:



• Full understanding of call center metrics and quality measurement tools; ability to proactively and assertively manage performance issues
• Previously handled a technical/computer related account
• Solid track record of successfully coaching self-directed work teams
• Demonstrated ability to build alliances
• Thorough understanding of adult education and consultative selling model
• Demonstrated ability to be flexible and able to meet changing business needs in a fast-paced environment
• Ability to plan, prioritize and organize efficiently and effectively
• Work with Learning & Development to ensure all policies and procedures are current for all call center training
• Conduct regular meetings with call center team to maintain adequate communication and achievement of departmental objectives
• Outstanding customer service and communication skills
• Demonstrated ability to motivate individuals to exceed performance initiatives
• 4 to 6 years experience in a managerial position ideally in the call center industry or equivalent combination or education and/or experience
• Organizational and time management skills
• Excellent listening, oral and written communication skills
• Must possess an excellent knowledge of manpower planning and scheduling in sales, customer service, technical and or a financial environment
• Willing to relocate



• DUTIES AND RESPONSIBILITIES:



• Develop, estimate, direct, and coordinate the preparation of the short and long term planning models (hiring, call volumes, and budgets).
• Coordinate the preparation, review, and analysis of departmental budgets.
• Direct the forecasting and scheduling of daily workforce requirements, and the allocation of resources to ensure the availability of adequate staffing for providing exceptional service for customer calls.
• Manage the sales, customer services, and technical support of products and services for the Advisor Center.
• Coordinate routing and call flow with departmental clients, IT, and network carriers.
• Responsible for the financial and operational success of organization.
• Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining, and growth of the assigned staff.