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Service Assurance Lead

1 week ago

Pasig, National Capital Region, Philippines AireSpring Full time

AireSpring, a family-owned and operated company since 2001, seeks a dedicated professional to lead our customer service operations. With a reputation built on integrity, reliability, and dependability, we strive to deliver an exceptional customer experience that meets our clients' needs.

We are seeking a highly skilled Care Manager – Service Assurance to oversee all aspects of our customer service operations. This role requires a hands-on leader with BPO experience, call center expertise, and strong managerial skills to drive service excellence and operational efficiency.

Responsibilities and Qualifications
  • Customer Service Leadership: Directly manage a team of customer service professionals, providing mentorship and performance management.
  • Call Center Operations: Manage inbound and outbound call operations, ensuring optimal performance in line with key metrics such as ATT and ATPU.
  • Service Management: Monitor and improve customer interactions through IVR/ACD systems, ensuring an efficient call flow.

The ideal candidate will have 4-5 years of managerial experience in a BPO/customer service environment, with a strong background in customer service, billing, and service management.