Call Center Managerment Specialist (IT)

Curran Daly & Associates; Metro Manila; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Curran Daly & Associates seeks a HelpDesk/Call Center Management Specialist to oversee all aspects of call center operations, driving KPI performance and ensuring superior customer satisfaction. The role emphasizes strategic goal setting, process optimization, and team performance management across omnichannel platforms.

You will design escalation workflows, lead CRM optimization, and coordinate with legal and regulatory teams to resolve regulatory cases while developing training programs and QA

Qualifications

• BS/MS in Information Technology or Computer Science or related field.
• 5+ years in call center management.
• Fluent English (CEFR C1+) and cross-cultural leadership.
• Experience with omnichannel customer service platforms.

Responsibilities

• Oversee all aspects of call center operations and KPI achievement.
• Design escalation protocols (L1-L3) and optimize scheduling.
• Lead CRM optimization and analytics reporting.
• Drive customer experience improvements and training programs.
• Coordinate with regulatory teams to ensure compliance with requirements.

Skills

Omnichannel support

Team leadership

Data-driven decisions

Agile methodologies

Cross-cultural leadership

English fluency (CEFR C1+)

Decisiveness under pressure

Empathetic leadership

Education

BS/MS in Information Technology or Computer Science

Tools

CRM platforms

Job description

HelpDesk/Call Center Management Specialist Duties and Responsibilities: Job Summary

Responsible for overseeing all aspects of call center operations, including strategic goal setting, process optimization, and team performance management, to achieve key KPIs (NPS, CSAT, Reply Rate, FCR, etc.) and continuously enhance customer satisfaction and brand loyalty.

Key Responsibilities Team & Operations Management

• Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
• Design and implement escalation protocols (L1-L3), act as final point of resolution
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration

Customer Experience Enhancement

• Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
• Conduct regular Customer Journey Mapping workshops
• Handle DTI (Department of Trade and Industry) cases, including responding to complaints, preparing necessary documentation, coordinating with legal teams or relevant departments, and ensuring timely resolution in compliance with regulatory requirements.

Technology & Analytics

• Lead CRM system optimization
• Generate in-depth analysis reports to support data-driven decision-making.

Training & QA

• Develop training programs on soft skills & product expertise
• Implement quality calibration processes aligned with global benchmarks

Qualifications

• BS/MS degree in Information Technology or Computer Science or a related field.
• 5+ years in call center management (BPO experience preferred)
• Expertise in omnichannel customer service platforms
• Fluent English (CEFR C1+), cross-cultural team leadership
• Decisiveness under pressure
• Empathetic leadership
• Agile methodology proficiency
• Willing to be assigned in Ortigas, Pasig City