# Contact Center Manager

**Company**: Expeditors
**Location**: Clark Freeport Zone, Mabalacat
**Experience**: senior
**Job type**: full-time
**Category**: Logistics & Supply Chain
**Industry**: Logistics & Supply Chain

**Apply**: https://jobs.smartrecruiters.com/Expeditors/744000153279899-contact-center-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/contact-center-manager-71dcf2a9-23f/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- leadership
- management
- organization
- communication
- execution
- problem solving
- collaboration
- customer service
- logistics
- business operations
- self-management
- project management
- analytical skills
- visual presentation

---

Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Expeditors/744000153279899-contact-center-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)