Service Desk Center of Excellence

2 weeks ago

Ayala Alabang, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱2,000,000 - ₱2,500,000 per year


About the job: Center of Excellence - Assistant Manager (Alabang) | Onsite

Benefits:

  • HMO for Employee and 2 Dependents (On Day 1)
  • Quarterly performance bonus
  • Outstanding career development opportunities and exposure to multiple accounts
  • Weekends Off

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 
  • Must be proficient in both Excel (Power Query) and Power BI (Data Analysis Expression or DAX) 
  • Leadership experience: 4 years minimum handling a team for customer service accounts 
  • Educational attainment: College graduate of any course 
  • Amenable to working in shifting schedules. 
  • Amenable to work ONSITE - Alabang 
  • Able to start ASAP. 

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