Customer Success Lead — BPO Operations (Onsite)

TASQ Staffing Solutions; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TASQ Staffing Solutions is seeking a Customer Service Manager with proven BPO leadership experience to oversee a team of representatives, coach staff, and ensure performance targets are met. You will drive QA programs, monitor metrics, and collaborate with department heads to refine workflows and policies.

Ideal candidates will have strong communication skills, be able to motivate teams, and navigate shifting schedules while maintaining compliance with client requirements and internal standards.

Qualifications

• Minimum 1 to 2 years experience in a contact center operations supervisory role.
• Strong people management skills with the ability to lead, motivate and develop a team.
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.
• Proficient in using contact center software and reporting tools.
• Understanding of contact center metrics and the ability to drive performance improvements.
• Familiarity with compliance and quality assurance processes in a contact center environment.
• Willing to work on a shifting schedule.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback.
• Monitor and analyze team and individual performance metrics to identify areas for improvement.
• Implement effective quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and implement new policies or procedures.
• Foster a positive, motivating team environment to support high staff engagement and retention.
• Identify and address any operational issues, escalating to senior management asneeded.
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Skills

People management

Leadership

Communication

Coaching

Performance analytics

Tools

Contact center software

Reporting tools

Job description

TASQ Staffing Solutions is seeking a Customer Service Manager with proven BPO leadership experience to oversee a team of representatives, coach staff, and ensure performance targets are met. You will drive QA programs, monitor metrics, and collaborate with department heads to refine workflows and policies.

Ideal candidates will have strong communication skills, be able to motivate teams, and navigate shifting schedules while maintaining compliance with client requirements and internal standards.