Contact Center Manager

We take care of our employees, and they take care of our customers! Become a member of a global community!

The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

As a Contact Center Manager at Expeditors, you will oversee our Clark, PH site, ensuring a seamless operational process, employee success, and a high customer service level.

Responsibilities:

• Team Leadership & Development:
• Recruit, select and onboard qualified team members.
• Support the team's development and career growth.
• Develop and implement data-based performance metrics to monitor areas of continuous improvement and promote operational efficiency.
• Partner with Leads to manage work schedules and ensure 24/7 Command Center coverage.
• Plan and execute employee engagement initiatives including team meetings and social events, fostering a positive and inclusive work environment.
• Manage all Employment Issues and Documentation (Legal/HR/ER).

• Operational Excellence & Program Management:
• Ensure the efficient day-to-day operations of the Command Center.
• Regularly review Command Center work, identify root causes of errors, and implement effective solutions.
• Develop strong partnerships with Cargo Signal Leadership, Sales and Business Operations team to understand current and upcoming operational needs.
• Maintain thorough awareness and understanding of Cargo Signal technology and service offerings and ensure compliance with regulatory standards and internal policies.

• Business Process Optimization:
• Analyze existing processes, identify inefficiencies, and implement data-driven solutions to enhance quality, service, compliance, and profitability.
• Develop and refine processes and programs to comprehensively address evolving customer needs and improve satisfaction.
• Manage and execute complex, multi-stage projects focused on process improvement, system implementation, and operational change, ensuring on-time delivery and stakeholder satisfaction.

• Finance:
• Manage expense per desk, grow revenue per shipment, and ensure accurate cost protection.
• Conduct timely reviews of P&L, payroll, and overtime for accuracy.
• Oversee and approve the purchase of necessary equipment.

Qualifications:

• Personal and professional alignment with Cargo Signal culture and critical success factors.
• Strong leadership, management, organization, communication, and execution capabilities.
• Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.
• Proven customer service skills.
• Experience with logistics and business operations.
• Self-management and project management skills.
• Positive personality and effective interpersonal skills, with ability to relate to employees at all levels.
• Strong analytical and visual presentation skills.
• Ability to design creative solutions to meet business needs.

What We Offer:

• A stable and professional working environment aligned with international standards
• Clear role definition and structured onboarding
• Exposure to reputable clients and cross-functional collaboration
• Opportunities for long-term career development in account management
• Competitive compensation package aligned with market standard