Center of Excellence - Assistant Manager (Alabang) | Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

Weekends Off

Job summary

A leading staffing solutions firm in the Philippines seeks a candidate for a pivotal role focused on enhancing customer experience through process optimization, data analytics, and team development. The ideal applicant has at least 5 years in BPO customer service with a strong leadership background and proficiency in Excel and PowerBI. This position offers HMO benefits, a quarterly performance bonus, and excellent career development opportunities.

Qualifications

• 5 years minimum in customer service and technical service desk roles.
• 4 years minimum leadership experience in handling teams.
• Amenable to work in shifting schedules.
• College graduate in any course.

Responsibilities

• Identify inefficiencies and streamline workflows.
• Evaluate and integrate new tools for customer interactions.
• Provide coaching and skill-building programs for team members.
• Monitor performance metrics and ensure service excellence.
• Implement improvements based on customer feedback.

Skills

Customer service skills

Leadership skills

Data analysis skills

Proficiency in Excel

Proficiency in PowerBI

Education

College Graduate in any course

Tools

Excel (Power Query)

PowerBI (DAX)

Job description

Responsibilities

• Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization
• Technology & Innovation: Background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions
• Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents / Team leads
• Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence
• Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture

Requirements

• Relevant years of experience: 5 years minimum BPO experience in customer service and technical service desk clients/campaigns
• Must be proficient in both Excel (Power Query) and PowerBI (Data Analysis Expression or DAX)
• Leadership experience: 4 years minimum handling a team for customer service accounts
• Educational attainment: College Graduate any course
• Amenable to work in shifting schedules.
• Amenable to work ONSITE - Alabang
• Able to start ASAP.

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities and exposure to multiple accounts
• Weekends Off