BPO Technical Program/Account Manager (Managed Services Account)

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation seeks a senior leader to expand our Network Operations/Support Center. You will ensure fast, high-quality support across all products, focused on customer experience and process improvements.

The role requires hands-on MSP support background and leadership in a fast-paced, 24x7 environment. Ideal candidates bring 7+ years in customer-facing technical support, 3–5+ years in management within call centers/BPO, and strong networking knowledge.

Qualifications

• Bachelor's degree in a business-related field.
• 7+ years in a customer-facing technical support role, ideally in an MSP networking environment.
• 3–5+ years as a manager in a call center/BPO focusing on service desk, operations, performance and reporting.
• Strong knowledge of networking fundamentals and hardware implementation.
• Ability to analyze problems and drive improvements.
• Strong leadership and communication skills.
• Experience with 24x7 operations and on-site management.

Responsibilities

• Lead day-to-day expansion of Network Operations/Support Center.
• Drive quality, customer experience, and process improvement initiatives.
• Prepare and execute quarterly business reviews with management and clients.
• Maintain client relationships and act as main contact for critical communications.
• Coordinate client visits, logistics, and post-visit action items.
• Respond to client inquiries and ensure timely corrective actions.
• Attend client/management meetings, calibrations, and reviews.
• Escalate issues as needed and manage executive communications.

Skills

Leadership

Customer-facing

Networking

CRM tools

Performance management

Written communication

Verbal communication

Analytical thinking

Education

Bachelor's degree in business-related field

Tools

CRM systems

Ticketing software

MS Office

Job description

About the Account

We are a Managed Service Provider (MSP) delivering a full suite of telecom and networking solutions exclusively to Quick Service Restaurants (QSRs). We support franchisee owners and operators end-to-end from hardware deployment and network cabling support to post-sales technical support and managed alerting.

Our product portfolio includes PBX, VOIP, LTE Backup and more alongside an Ai and Live Agent call center solution that keeps our clients' operations running smoothly. Our team operates 24x7, providing rapid response to tickets for both technical and non-technical users.

About the Role

You will play a key leadership role in the day-to-day expansion of our Network Operations / Support Center, ensuring our clients receive fast, high-quality, and consistent support across all products and services.

This role is ideal for someone with hands-on MSP support experience who is ready to step into a leadership position focused on Quality, Customer experience, and Process improvement.

Responsibilities:

• Collaborate with the program's management team every quarter to prepare for and execute QBRs successfully from the initial meetings to the creation of the presentation, agenda creation and facilitation of all QBR activities.

• Ensure that all takeaways are accomplished from regularly scheduled monthly or weekly business reviews.

• Maintain and strengthen client relationship by championing the client visions-mission, through the implementation of initiated projects/activities, reinforcement and monitoring, of policy infractions, and acting as the main point of contacting for critical client communications on processes and action plans, to protect and advance client objectives.

• Create client-visit agenda, logistical planning on and off site, facilitate activities during the visit, follow through on all activities to complete any unclosed items on the agenda after the visit, and as required/needed by the client.

• Respond regularly to Client Calls-to-Action such as but are not limited to, call-pull requests, request for data, ensuring completion of corrective measures required by the client, and accurate dissemination of product updates.

• Regularly attend client and management meetings, call listening sessions, and calibration sessions.

• Effectively manage situations that require use of judgment to identify, communicate and resolve issues including taking 3rd level and executive escalations whenever applicable.

• Perform ad hoc tasks and lead projects as needed, to meet client expectations and continuously improve site performance.

• Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.

Requirements:

• Candidate must possess a bachelor's degree in business-related field

• Must have at least 3-5+ years of working experience as a manager in a call center/BPO industry specializing in service desk, operations, performance and reporting

• Must have 7+ years' experience in a customer-facing technical support role – ideally within an MSP networking environment.

• Strong working knowledge of networking fundamentals and hardware implementation

• Strong desire to get into the details of problems and able to demonstrate the changes

• High emotional intelligence and open communication with frontline team members

• Has entrepreneurial mindset – someone who takes ownership of problems, spots opportunities for improvement, and does not wait to be asked to fix an issue

• Strong organization, written and verbal communication skills

• Ability to thrive in a fast-paced, always on environment supporting 24x7 operations

• Strong proficiency in using CRM systems, ticketing software, and other program specific tools

• Additional certification in customer service or technical support is an advantage

• Extensive background in workforce, client and performance management

• Must be able to work autonomously on performance analysis and projects

• Strong leadership skills and ability to perform a wide range of duties

• Strong verbal and written communication skills

• Strong organizational, presentation, interpersonal and consultative skills

• Proficient in creating reports and in using MS Office

• Must be willing to work flexible schedules (including weekends and holidays)

• Must be willing to work onsite in Pasay City