QUALIFICATIONS:
Education:
- A bachelor's degree in business, management, hospitality, or a related field is typically preferred.
Experience:
- Some experience in call center supervisory or management related leadership role
- Familiarity with ticketing systems like ZenDesk or ZohoDesk can be a significant asset.
- Awareness of ride-hailing technology and platforms.
Leadership and Management Skills:
- Strong leadership abilities to guide, motivate, and develop a start-up team of call center agents and supervisors.
- Proficiency in setting objectives, delegating tasks, and monitoring performance.
Communication Skills:
- Excellent communication skills, both written and verbal, to interact with call center staff, drivers, and riders.
- The ability to handle challenging customer interactions and resolve disputes effectively.
Problem-Solving Skills:
- Strong problem-solving abilities to address operational challenges, customer issues, and ensure smooth ride-hailing operations.
- Analytical skills to evaluate data and identify areas for improvement.
Customer Focus:
- A commitment to delivering excellent customer service and ensuring driver and rider satisfaction.
- Strategies for enhancing the rider experience and handling rider complaints.
Technical Proficiency:
- Familiarity with call center software, customer relationship management (CRM) systems, and ride-hailing technology platforms.
- Ability to utilize data analytics to monitor and optimize call center performance.
Operational Efficiency:
- Skills in optimizing call center operations for efficiency and cost-effectiveness, including workforce management and resource allocation.
Adaptability:
- Flexibility to adapt to evolving industry trends, market conditions, and technology advancements.
- Ability to implement changes and improvements as needed.
- Agreeable to work nights and weekends
Team Building:
- Experience in recruiting, training, and developing a high-performing call center team.
- Promoting a positive and collaborative work environment.
Crisis Management:
- Preparedness and experience in managing crises or unexpected events, such as service disruptions or safety incidents.
Job Type: Full-time
Ability to commute/relocate:
- Batangas, Batangas: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor's (Preferred)
Experience:
- Call Center Trainer: 2 years (Preferred)