Manager - Customer Support (International Voice)

2 days ago

Manila, National Capital Region, Philippines T3Cogno Full time $60,000 - $100,000 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.

Suitable candidates can share their resumes to or reach out to my whats app or Viber number

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