Customer Care Operations Lead (Apprentice)

ECAM; Iloilo City; On-site; PHP 600,000 - 900,000; Full time

Job summary

ECAM is seeking a Customer Care Supervisor in the Philippines to lead the Customer Care team, manage operations, and ensure SLAs and KPIs are met. You will coach, train, and develop staff while enforcing processes and continuous improvement.

The role covers oversight of authority calls, workflow governance, QA reviews, and collaboration with Monitoring, Site Optimization, and Global leadership to deliver high-quality service.

Qualifications

• Experience leading voice and non-voice agents against SLAs and CSAT targets.
• Proven ability to govern incident, change, service requests, and problem workflows.
• Strong leadership in coaching, performance management, and process adherence.

Responsibilities

• Oversee Customer Care Operations to ensure speed, accuracy, and quality within SLA.
• Escalate and manage complex calls and events with authorities or customers.
• Govern workflows for incidents, changes, requests and problems; manage queues and capacity.
• Monitor and report KPIs: CSAT, FCR, backlog, and documentation accuracy.
• Lead continuous improvement, SOP updates, call scripts, and knowledge base content.
• Develop leaders, provide coaching, and ensure bench strength and retention.
• Collaborate with Monitoring, Site Optimization, QA, Training, and Sales/Accounts.

Skills

Team management (voice & non-voice)

SLA/CSAT adherence

Project & stakeholder management

Tools

Salesforce

Ticketing systems

Job description

ECAM is seeking a Customer Care Supervisor in the Philippines to lead the Customer Care team, manage operations, and ensure SLAs and KPIs are met. You will coach, train, and develop staff while enforcing processes and continuous improvement.

The role covers oversight of authority calls, workflow governance, QA reviews, and collaboration with Monitoring, Site Optimization, and Global leadership to deliver high-quality service.