Customer Service Manager (Operations Manager) for a Travel Program | Onsite

Teleperformance; Davao City; On-site; PHP 500,000 - 800,000; Full time

Job summary

Teleperformance Philippines is seeking an Experienced Specialist to lead a specialized discipline within our customer service operations. You will coach and train team members, drive short to medium term initiatives, and ensure policies and standards support strategic objectives.

The role focuses on technical and non-technical support across remote call center environments, distribution center services, and cross-functional coordination with production and distribution teams.

Qualifications

• Preferably with BPO Travel experience as a leader.
• Experience coaching and mentoring teams.
• Ability to implement policies and standards to support departmental strategy.

Responsibilities

• Lead a team of Specialists across multiple hierarchical levels with full employee lifecycle responsibility.
• Serve as final decision maker and drive development of new solutions for programs, complex projects, and processes.

Skills

BPO travel experience

Leadership

Job description

Job Description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including:

• Call center-based customer support in response to a high volume of low complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries

Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:

• Acting as liaison between customers, production and distribution departments related to specific customer orders
• Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Required Skills

• Preferably with BPO Travel experience as a leader.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.