Officer-in-charge - Manila

About the role

Gulf Leisure and Entertainment Network Corporation is seeking an experienced Officer-in-charge to join our team in Metro Manila.

This full-time position offers the opportunity to develop your leadership skills while contributing to the strategic objectives of our growing organisation.

• Directly supervise a team of customer service representatives, providing guidance, training and performance feedback to ensure consistent, high-quality service
• Monitor contact centre operations and metrics, identifying opportunities for process improvements and implementing efficient solutions
• Collaborate with cross-functional teams to resolve complex customer issues and enhance the overall customer experience
• Develop and implement staff scheduling and workforce management strategies to optimise productivity and service levels
• Provide regular reporting on team performance and insights to senior management
• Foster a positive, engaging work environment that motivates and retains top talent
• Contribute to the development and implementation of customer service policies, procedures and initiatives

• Proven track record of leading and motivating high-performing teams to deliver exceptional customer service
• Excellent communication, interpersonal and problem-solving skills with the ability to navigate complex situations
• Proficient in workforce management, forecasting and scheduling to optimise staffing and productivity
• Strong analytical and data-driven decision-making skills to identify and implement process improvements
• Adaptable to change and able to thrive in a fast-paced, dynamic work environment
• Experience with customer service technology and systems, such as CRM platforms and contact centre software