Role Qualifications:
- Minimum of 3 years CS Manager experience in a BPO environment
- Can start immediately
- Willing to work onsite at MOA, Pasay
- Program: Travel and Hospitality
Job Details:
What you'll be doing
- Manage a team of customer service representatives, providing coaching, training and performance feedback
- Monitor and analyze team and individual performance metrics to identify areas for improvement
- Implement effective quality assurance processes and provide feedback to drive operational excellence
- Collaborate with department heads to optimize workflows and implement new policies or procedures
- Foster a positive, motivating team environment to support high staff engagement and retention
- Identify and address any operational issues, escalating to senior management as needed
- Ensure full compliance with client requirements, contractual obligations and internal policies
What we're looking for
- Minimum 1 to 2 years' experience in a contact center operations supervisory role
- Strong people management skills with the ability to lead, motivate and develop a team
- Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
- Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
- Proficient in using contact center software and reporting tools
- Understanding of contact center metrics and the ability to drive performance improvements
- Familiarity with compliance and quality assurance processes in a contact center environment
- Willing to work on a shifting schedule.