Service Desk COE Assistant Manager

2 days ago

Ayala Alabang, National Capital Region, Philippines TDS Global Solutions Full time ₱744,000 - ₱888,000 per year

Responsibilities:

  • Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization
  • Technology & Innovation: background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions
  • Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents / Team leads
  • Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence
  • Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture

Requirements:

  • Relevant years of experience: 5 years minimum BPO experience in customer service and technical service desk clients/campaigns
  • Leadership experience: 4 years minimum handling a team for customer service accounts
  • Educational attainment: College graduate any course
  • Amenable to work in shifting schedules.
  • Amenable to work ONSITE - Alabang
  • Able to start ASAP.

Job Type: Full-time

Pay: Php60, Php74,000.00 per month

Education:

  • Bachelor's (Required)

Experience:

  • CS, TSR & Service Desk in a BPO setup: 5 years (Required)

Work Location: In person

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