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Call Centre Manager

XFUTURE

Benguet

On-site

PHP 400,000 - 600,000

Full time

Today
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Job summary

A leading BPO company in the Philippines is seeking a Customer Service Manager to establish and manage a service team, optimize processes, and ensure high service standards. The ideal candidate has over 3 years of experience in customer service management, leading a large team, and is proficient in English and Excel. This role requires onsite work in Baguio.

Qualifications

  • 3+ years of experience leading a customer service management team in the BPO industry.
  • Experience with team sizes of 100 people or more.
  • Familiarity with customer service management workflow and major software.

Responsibilities

  • Establish and manage the customer service team and coordinate with supporting roles.
  • Formulate customer service standards and conduct training.
  • Optimize work processes and service systems through data analysis.

Skills

Fluent English speaking
Proficient in Office Excel
Strong communication skills

Education

College degree or above
Job description

Requirements:

The successful candidate will be responsible for:

  • Establishment, people arrangement, and daily comprehensive management of the customer service team, as well as coordination with supporting roles (hiring, ADM, QI, Training & Tech) to provide support.
  • Formulation of customer service standards and processes (including voice, email, and work orders), and provision of training.
  • Alignment with business plans of the sales department, arrangement of work schedules for agents, checking of daily attendance, and conduct of KPI appraisals to ensure customer service work is carried out properly.
  • Continuous optimization of work allocation, work processes, and service systems through data analysis, and submission of improvement suggestions to enhance both employee and customer satisfaction.
  • Handling of major complaints and synchronization with collaborative departments to resolve customer problems collaboratively.
  • Ensuring seamless communication and cooperation with HQ, and following HQ work arrangements and instructions in an accurate, complete, and timely manner.

Qualifications:

  • Education: College degree or above.
  • Major: Foreign languages, law, information technology, management, financial accounting, etc. (no restrictions on majors for candidates with rich work experience).
  • Work experience: 3 years or more experience leading a customer service management team (voice, email, work order) in internal customer service or BPO industry, with a team size of 100 people or more. Quality Inspection & Training background is a plus.
  • Skills: Fluent English speaking, proficient in Office Excel, strong communication skills, and familiarity with customer service management workflow and major software.
  • Other requirements: Good health and competency for the job, with the ability to work onsite in the Baguio office.
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