.LAt ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.**Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.****Requirements and Qualifications**- 3 to 6 months tenure. (Proven significant previous experience will be considered in case of not complying with the tenure).- Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.- Proficiency in contact center software and workforce management tools.- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.- Detail-oriented with the ability to multitask effectively in a fast-paced environment.- Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs)- Flexibility to work shifts, including evenings, weekends, and holidays, as needed.- Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.- Familiarity with call center technology including automated call distribution (ACD) systems, interactive voice response (IVR) systems, and CRM software.Middle to advance Excel knowledge.**Duties and Responsibilities**- Supervise and lead a team of call center agents, ensuring that they meet performance standards and adhere to company policies.- Conduct regular performance evaluations, provide constructive feedback, and develop improvement plans for underperforming agents.- Facilitate continuous training and development programs to enhance agent skills and knowledge.- Monitor call center operations to ensure efficiency and effectiveness in handling customer inquiries and complaints.- Oversee scheduling to ensure adequate staffing levels and manage shift assignments.- Ensure compliance with company policies, procedures, and quality standards.- Track and analyze key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.- Prepare and present detailed performance reports to senior management