Call Center Ops Leader: Customer Service Manager

MCI Careers; Taguig; On-site; PHP 60,000 - 180,000; Full time

Benefits offered by this job

HMO coverage including dependent(s)

Dental coverage

Free meals during training

Career growth and learning

Shuttle service

Employee retreats and events

Bonuses and loyalty rewards

Job summary

MCI Careers is seeking a Call Center Customer Service Manager to lead 5–10 supervisors across inbound and outbound teams. You will coach staff, monitor metrics, and drive performance to deliver exceptional client service and revenue results.

The ideal candidate has 2+ years in operations management, excellent English, and strong organizational skills. On-site role with comprehensive benefits and growth opportunities in a fast-paced BPO environment.

Qualifications

• Must have 2+ years of experience in call center operations management.
• Fluent in English (spoken and written).
• Strong data entry and computer skills.
• Excellent organizational, written, and verbal communication skills.
• Wired high-speed internet connection (20Mbps+).
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to learn and navigate complex computer systems.

Responsibilities

• Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams.
• Coach and develop supervisors on customer service best practices and performance management.
• Monitor and improve call center metrics, productivity, and service quality.
• Foster a culture of accountability, continuous improvement, and excellence.
• Oversee workforce management and set clear performance goals.
• Develop strategies to enhance customer satisfaction across all service interactions.
• Motivate teams to maximize sales opportunities and meet revenue targets.
• Ensure accurate and timely payroll review and submission.
• Track and analyze individual and team performance, addressing strengths and areas for improvement.
• Communicate process updates and key messages effectively to supervisors.
• Collaborate with Quality Assurance, Training, IT, Recruiting.
• Design and audit quality assurance strategies to ensure top-tier service delivery.
• Manage hiring, coaching, and termination processes for call center staff.
• Manage remote employees as needed.

Skills

Call center management

English fluency

Microsoft Office

Data entry

Shift availability

Typing speed

Reliability

Interpersonal skills

Multitasking

Team leadership

Wired internet 20Mbps+

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

MCI Careers is seeking a Call Center Customer Service Manager to lead 5–10 supervisors across inbound and outbound teams. You will coach staff, monitor metrics, and drive performance to deliver exceptional client service and revenue results.

The ideal candidate has 2+ years in operations management, excellent English, and strong organizational skills. On-site role with comprehensive benefits and growth opportunities in a fast-paced BPO environment.