Tax Customer Service Manager

Overview

MANILA, PH

JOB TYPE: Full-Time

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

If you are a highly motivated individual with excellent communication skills, we need your help in managing tax customer service agents. You will lead a team that answers tax-related questions and provides expert guidance, explaining tax and technical terms to customers. As the team coach and leader, you will be directly responsible for the performance and success of your team.

This is a management-level position. Prior experience in tax accounting as well as in management, supervision, or customer service leadership are required. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Lead a team of 15-25 front-line customer service agents responsible for inbound call handling.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives.
• Develop and maintain strategy to ensure customer satisfaction across service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Oversee overall performance and productivity of direct reports.
• Oversee weekly payroll review and submission to ensure correct entries.
• Drive revenue and profit growth originating from the call center.
• Meet performance, efficiency, and quality assurance targets; monitor results and address issues.
• Ensure effective communication of process changes to the team.
• Provide regular feedback on performance wins and opportunities.
• Collaborate with other departments (quality assurance, training, IT, recruiting) to improve processes.
• Develop and audit quality assurance strategies to deliver world-class service.
• Determine work procedures, prepare schedules, and expedite workflow.
• Hire, coach, and terminate call center employees as needed.
• Serve as a subject matter expert on the client’s business and manage remote employees as required.
• Other duties and responsibilities as assigned.

Candidate Qualifications

Wonder if you are a good fit for this position?

The ideal candidate shares and understands the high-growth objectives of the company. This position requires leadership, creative thinking, and dedication to people. The ability to represent the organization professionally both internally and client-facing is essential. The right candidate will demonstrate strong business judgment and be comfortable collaborating with other departments and locations.

• Minimum of 3 years of total call center experience or 1 year of call center management experience
• Associates degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal and communication skills
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Demonstrated ability to drive sales through the actions of others
• Superior knowledge of call center tools and technology to manage KPIs and SLAs
• Conflict resolution skills (customer and agent)
• Proven leadership with time management, planning, organizational, and multitasking skills
• Willingness to learn new products and systems
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and performance levers
• Clear, concise, practical communication (oral and written)
• Solution-oriented and positive mindset; embraces change and targets
• Strong organizational skills with ability to prioritize and solve issues
• Ability to hold team members accountable for performance and adherence to KPI targets
• Thrives in a fast-paced, high-pressure environment

Preferred Qualifications

• Military, local, state or federal government experience is a plus
• Graduation from an accredited two-year or four-year college/university is a plus
• Experience managing both remote and on-site reports is a plus

Conditions of Employment

• All MCI Locations: Must be authorized to work in the country where the job is based
• Subject to program and location requirements: Willing to submit up to a LEVEL II background/security investigation with fingerprint; offers contingent on results
• Must be willing to submit to drug screening; offers contingent on results

Compensation Details

Want an employer that values your contribution?

At MCI, compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, and a variety of benefits and incentives are offered to support and reward team members.

What You Can Expect From MCI

We offer a range of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage
• Dental Coverage and in-house dental assistance
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Workplace cleanliness and safety measures
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement opportunities and recognition

Compensation & Benefits That Fit Your Life

MCI tailors offerings to fit the needs of our diverse team. Benefits may vary by geography, but we remain committed to rewarding effort, offering growth opportunities, and creating an environment where employees feel valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The employee will typically be sedentary and may sit/stand for long periods while using a computer and headset. Occasional movement around the office may be required; capability to lift up to 40 pounds may be needed.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless it causes undue hardship. For accommodations, contact Human Resources.

Diversity and Equality

We embrace differences and believe diversity benefits our employees and community. All aspects of employment at MCI are based on merit and qualifications. We are committed to a diverse and equal-opportunity work environment. MCI will consider qualified applicants with criminal histories as required by local and federal law. We do not discriminate based on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, race, religion, sex, or sexual orientation. We provide reasonable accommodations for protected disabilities where required.

About MCI (Parent Company)

MCI helps customers tackle CX and DX challenges by delivering industry-leading solutions and driving performance. MCI provides BPO, staff augmentation, contact center services, IT services, and related offerings. Legend and historical context about growth and locations are included as part of the description of MCI’s size and scope.

Disclaimer

The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. You may be asked to perform additional duties. The employer reserves the right to revise this job description at any time. This document is not an employment contract, and either party may terminate employment at any time for any reason.

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