Customer Service Operations Manager | Onsite

5 days ago

Metro Manila, Philippines Satellite Office Full time

Reporting to the Customer Service Global Operations Manager, you will be responsible for managing Team Leaders of a customer service support team, ensuring accountability for SLA (Service Level Agreement) and VOC (Voice of Customer) results. Your role will involve supporting, developing, and coaching Team Leaders to deliver an exceptional customer experience with a strong focus on high-quality service, empathy, and staff engagement. This position requires a leader with a positive attitude, visible leadership skills, and strong expertise in people management.

 

CORE RESPONSIBILITIES:

  • Team Leadership: Oversee and support the Team Leaders to ensure flawless delivery of customer support in an omni-channel environment, meeting SLA and VOC targets.
  • Staff Development: Build an inspiring and motivated team of Team Leaders, fostering an environment of continuous development and open, respectful culture.
  • Compliance and Expertise: Serve as the subject matter expert on systems, policies, and procedures, with familiarity with retail consumer law being an asset.
  • Performance Metrics: Communicate team metrics effectively to drive quality and resolution, ensuring all Team Leaders understand and meet their targets.
  • Process Improvement: Identify and implement improvements and efficiencies within the team to enhance customer service delivery.
  • Talent Management: Responsible for recruiting new talent, overseeing their onboarding lifecycle, and ensuring their smooth integration into the team.
  • Coaching and Mentoring: Consistently coach and mentor Team Leaders to support their progression and growth within the team.
  • Regular Meetings: Conduct regular team meetings, coaching sessions, and one-on-one meetings with Team Leaders.
  • Relationship Building: Establish meaningful and lasting relationships across the business and with customers and stakeholders to enhance service delivery.
  • Ad-hoc Duties: Perform ad-hoc duties as required by the CS Global Ops Manager.

     

    CAPABILITIES:

  • Experience: Experience managing leaders within a Contact Centre environment for a minimum of 2 years.
  • Technical Proficiency: Demonstrated experience using the latest CRMs with an understanding of defining support processes.
  • Negotiation and Influence: Strong negotiation and influencing skills with evidence of
    engaging successfully across various levels of the organization.
Problem-Solving: Strong problem-solving skills with the ability to make responsible and
effective decisions with a customer centric focusPerformance Management: Experience with supporting performance metrics, reporting,
and executing team goals and objectives based on these reports.

 

TOP SKILLS:

Leadership: Ability to lead and manage teams effectively.
 Stakeholder Management: Strong stakeholder management skills.
 Proactivity: Self-starter with a proactive approach to challenges.
 Customer Orientation: Strong customer orientation and focus on delivering exceptional service.
 Decision-Making: Ability to make responsible and effective decisions under pressure.
 Simplification: Capability to make complex processes simple and understandable.

 

KEY RELATIONSHIPS:

Despatch / LogisticsSalesMarketingProductE-Commerce

  • Customer Service Representative In manila

    2 months ago

    metro manila, Philippines Customer Service Representative Full time

    Customer Service Representive HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER CITY Cebu, Insular Bldg. Ayala Cebu, I.T park lahug apas Cagayan de Oro, Teleperformance Davao,...

  • Customer Service Representative In manila

    4 weeks ago

    metro manila, Philippines Customer Service Representative Full time

    Customer Service Representive HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER CITY Cebu, Insular Bldg. Ayala Cebu, I.T park lahug apas Cagayan de Oro, Teleperformance Davao,...

  • Customer Service Representative In manila

    2 months ago

    metro manila, Philippines Customer Service Representative Full time

    Customer Service Representive HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER CITY Cebu, Insular Bldg. Ayala Cebu, I.T park lahug apas Cagayan de Oro, Teleperformance Davao,...

  • Customer Service Representative In manila

    4 weeks ago

    metro manila, Philippines Customer Service Representative Full time

    Customer Service Representive HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER CITY Cebu, Insular Bldg. Ayala Cebu, I.T park lahug apas Cagayan de Oro, Teleperformance Davao,...

  • Customer Service Representative

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service Representive NO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISH START AGAD 2 INTERVIEWS LANG START NA AGAD! HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER...

  • Customer Service Representative

    4 weeks ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service Representive NO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISH START AGAD 2 INTERVIEWS LANG START NA AGAD! HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER...

  • Customer Service Representative

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service Representive NO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISH START AGAD 2 INTERVIEWS LANG START NA AGAD! HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER...

  • Customer Service Representative

    4 weeks ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service Representive NO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISH START AGAD 2 INTERVIEWS LANG START NA AGAD! HS grad(old curriculum) SHS grad(K-12) College grad/undergrad with or without Call center experience Sites offer: QC, Vertis North EDSA Greenfield, Teleperformance Pasay, MOA Maax Bldg. Pasig, ROCKWELL Pasig, SILVER...

  • Customer Service Representative

    4 weeks ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service RepresentiveNO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISHSTART AGAD2 INTERVIEWS LANG START NA AGAD!HS grad(old curriculum)SHS grad(K-12)College grad/undergradwith or without Call center experienceSites offer: QC, Vertis NorthEDSA Greenfield, TeleperformancePasay, MOA Maax Bldg.Pasig, ROCKWELLPasig, SILVER CITYCebu,...

  • Customer Service Representative

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    HIRING HIRING HIRING! Customer Service RepresentiveNO EXPERIENCE NO PROBLEM KAHIT BASIC ENGLISHSTART AGAD2 INTERVIEWS LANG START NA AGAD!HS grad(old curriculum)SHS grad(K-12)College grad/undergradwith or without Call center experienceSites offer: QC, Vertis NorthEDSA Greenfield, TeleperformancePasay, MOA Maax Bldg.Pasig, ROCKWELLPasig, SILVER CITYCebu,...

  • IT Service Desk Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time

    Help Desk & IT Support (Information & Communication Technology) Full time Add expected salary to your profile for insights *Position / Title: Manager, IT Service Desk SPOC (Manila)*Reporting line (job level): Head of Global IT Service Desk*Main purpose of the position: Managing the IT Service Desk team in Manila, which is the Single Point of Contact (1st...

  • Customer Service Representative, WFH/Onsite

    3 weeks ago

    Metro Manila, Philippines Bravissimo Resourcing, Inc. Full time

    Career Opportunity: Customer Service Representative, WFH/OnsiteQualifications:HS Old Curriculum Graduates are welcome to applySHS graduates are welcome to applyNo BPO/CSR experience are welcome to applyWith Good English communication skillsWillingness to work Onsite/WFHWillingness to work on Shifting schedule#CSR #BPO #BPOjobs #Callcenter #metromanilajobs...

  • Northgate ALABANG | CUSTOMER SERVICE REPRESENTATIVE

    6 days ago

    Metro Manila, Philippines EXL Service Philippines, Inc. Full time

    Roles and ResponsibilitiesInteract with the customers to provide them with the information and assistance they need on our client’s products and services over the phone. Create, manage, and drive closure on service requests.  Solve problems, communicate, and promptly handle issues requiring special handling through coordination with various internal...

  • CSR Ortigas

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    POSITION: CSR (VOICE)EDUCATIONAL ATTAINMENT: 4 year course graduates with or without BPO experienceWORK EXPERIENCE: Completed 2 years in College with 6months customer service related / 1 year solid BPO experience.SALARY PACKAGE: Upon hire:18k basic pay + 1k flex fund allowanceOther benefits:-20% Night differential-HMO coverage for employee upon Day 1 and...

  • Sagility Bridgetowne

    4 weeks ago

    Manila, Philippines Customer Service Representative Full time

    POSITION: CSR (VOICE)EDUCATIONAL ATTAINMENT: 4 year course graduates with or without BPO experienceWORK EXPERIENCE: Completed 2 years in College with 6months customer service related / 1 year solid BPO experience.SALARY PACKAGE: Upon hire:18k basic pay + 1k flex fund allowanceOther benefits:-20% Night differential-HMO coverage for employee upon Day 1 and...

  • Sagility Bridgetowne

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    POSITION: CSR (VOICE) EDUCATIONAL ATTAINMENT: 4 year course graduates with or without BPO experience WORK EXPERIENCE: Completed 2 years in College with 6months customer service related / 1 year solid BPO experience. SALARY PACKAGE: Upon hire: 18k basic pay + 1k flex fund allowance Other benefits: -20% Night differential -HMO coverage for employee upon Day...

  • Sagility Bridgetowne

    4 weeks ago

    Manila, Philippines Customer Service Representative Full time

    POSITION: CSR (VOICE) EDUCATIONAL ATTAINMENT: 4 year course graduates with or without BPO experience WORK EXPERIENCE: Completed 2 years in College with 6months customer service related / 1 year solid BPO experience. SALARY PACKAGE: Upon hire: 18k basic pay + 1k flex fund allowance Other benefits: -20% Night differential -HMO coverage for employee upon Day...

  • Sagility Bridgetowne

    2 months ago

    Manila, Philippines Customer Service Representative Full time

    POSITION: CSR (VOICE) EDUCATIONAL ATTAINMENT: 4 year course graduates with or without BPO experience WORK EXPERIENCE: Completed 2 years in College with 6months customer service related / 1 year solid BPO experience. SALARY PACKAGE: Upon hire: 18k basic pay + 1k flex fund allowance Other benefits: -20% Night differential -HMO coverage for employee upon Day...

  • Sagility Bridgetowne

    2 weeks ago

    Manila, National Capital Region, Philippines Customer Service Representative Full time

    POSITION:CSR (VOICE)EDUCATIONAL ATTAINMENT:4 year course graduates with or without BPO experienceWORK EXPERIENCE:Completed 2 years in College with 6months customer service related / 1 year solid BPO experience.SALARY PACKAGE:Upon hire:18k basic pay + 1k flex fund allowanceOther benefits:-20% Night differentialHMO coverage for employee upon Day 1 and HMO...

  • Customer Service Associate

    3 weeks ago

    Metro Manila, Philippines Manpower Philippines Full time

    Location: Paranaque CitySchedule: On site/Monday-FridayQualifications: Bachelor's Degree in any specialization At least with 1 year experience customer/client serviceDemonstrates customer orientation and excellent customer service skillsCan proficiently speak, read and write in EnglishStrong organization skills, attention to detail and follow through to...