Manager – Customer Support

2 weeks ago

Manila, National Capital Region, Philippines T3Cogno Full time $90,000 - $120,000 per year

Job Title: Manager – Customer Support (International Voice)

Department: BPO Operations / Customer Experience

Location: Manila, Philippines

Work Mode: Work from Office

Shift: Night Shift (US/International time zones)

Role Overview

We are seeking an experienced Customer Support Manager to lead our inbound international voice support operations. The ideal candidate will manage a team of customer service executives handling global clients, ensure adherence to service level agreements (SLAs), and drive customer satisfaction through operational excellence.

Key Responsibilities

Lead, mentor, and manage a team of inbound international voice support executives.

Monitor daily operations to ensure KPIs/SLAs (AHT, FCR, CSAT, QA scores, adherence) are consistently met.

Handle escalations, resolve complex customer issues, and provide guidance to the team.

Conduct regular performance reviews, coaching, and training to improve team efficiency.

Implement process improvements and best practices to enhance customer experience.

Collaborate with cross-functional teams (Quality, Training, Workforce Management) to ensure smooth operations.

Prepare and present operational reports to senior management.

Ensure compliance with company policies, data security, and international support standards.

Key Skills & Competencies

Strong leadership and people management skills.

Excellent communication skills (verbal & written) in English.

Analytical and problem-solving ability with a customer-first approach.

Experience in handling escalations and driving performance metrics.

Proficiency in CRM tools, MS Office, and reporting.

Flexibility to work in night shifts and handle rotational schedules if required.

Qualifications & Experience

Bachelor's degree in any discipline (Business/Management preferred).

Minimum 5–7 years of experience in BPO/customer support, with at least 2–3 years in a managerial role handling international voice processes.

Prior experience managing inbound customer support operations for US/International clients is mandatory.

Benefits

Competitive salary with performance-based incentives.

HMO/Health insurance coverage.

Growth opportunities within global operations leadership.

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