CoE Manager, BPO CS — Process Improvement Leader

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

Benefits offered by this job

HMO (employee + 2 dependents)

Quarterly bonuses

Career development opportunities

Job summary

TASQ Staffing Solutions in Taguig, Philippines, is seeking a Center of Excellence Manager for BPO CS with a process-improvement focus. This onsite role leads teams, designs coaching and governance frameworks, and drives performance through KPIs.

You will collaborate with stakeholders, implement efficiency programs, and manage schedules in a fast-paced contact center environment. A minimum 5 years leadership in CS and 7 years in BPO are required, with strong Excel and PowerPoint skills.

Qualifications

• Bachelor's degree required.
• 5+ years leadership experience in CS/Customer Service management.
• 7+ years in a BPO environment.
• Strong skills in Excel and PowerPoint.
• Experience in designing process definitions or frameworks for coaching, training, reporting, governance and workforce management.
• Proven track record in process improvement and developing process frameworks.
• Flexible to work in shifting schedules.

Responsibilities

• Developing and implementing operational strategies to enhance efficiency, quality and performance within the Center of Excellence.
• Leading and managing teams, providing guidance and support, and promoting a collaborative environment.
• Monitoring KPIs and devising strategies to boost team performance.
• Collaborating with stakeholders to ensure alignment and shared objectives.
• Identifying opportunities to optimize processes and implementing effective solutions.

Skills

Leadership

Process improvement

Stakeholder collaboration

Team management

Coaching programs

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

TASQ Staffing Solutions in Taguig, Philippines, is seeking a Center of Excellence Manager for BPO CS with a process-improvement focus. This onsite role leads teams, designs coaching and governance frameworks, and drives performance through KPIs.

You will collaborate with stakeholders, implement efficiency programs, and manage schedules in a fast-paced contact center environment. A minimum 5 years leadership in CS and 7 years in BPO are required, with strong Excel and PowerPoint skills.