Service Delivery Director

7 days ago


Pasig, National Capital Region, Philippines Fpsinc Full time

Key Responsibilities

As a Team Manager, you will:

  • Drive Team Performance: Manage outliers, coach agents, and monitor calls to ensure exceptional results.
  • Hire, Train, and Coach Specialists: Develop lifestyle assistant specialists to deliver outstanding customer support.
  • Analyze Data and Improve Processes: Prepare reports, identify trends, and establish goals to maximize efficiency and customer satisfaction.
  • Lead by Example: Demonstrate leadership skills, reinforce compliance with company policies, and proactively suggest improvements to current policies and processes.

Qualifications

To succeed in this role, you should have:

  • A minimum of 2-3 years of call center management experience leading agents for phone, video, or internet services.
  • Proven experience in Sales and Retention, with a track record of developing employees' potential and driving performance improvements.
  • Previous experience in Technical Support and Customer Service roles is preferred.
  • Experience interacting with client executives and supporting a telecommunications industry.

What We Offer



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