Customer Support Ops Coach & Performance Mentor

PM Consulting; Pasig; On-site; PHP 700,000 - 900,000; Full time

Job summary

PM Consulting in Pasig is seeking an Operations Assistant Manager – Customer Support to elevate agent productivity, quality, and development.

You will coach teams, monitor KPIs, and optimize workflows to meet service levels and CSAT while reducing escalations. The role oversees specialists and may guide team leaders on high-priority projects.

This hands-on position emphasizes data-driven coaching and cross-functional collaboration with Quality, Training, and CX teams.

Qualifications

• 3+ years in Tier 1/2 technical or customer support.
• Experience coaching and leading teams in a metrics-driven environment.
• Familiarity with FCR, AHT, and CSAT KPIs.

Responsibilities

• Conduct regular 1:1 coaching to improve FCR, AHT, and CSAT.
• Identify performance gaps via call, chat, and case monitoring.
• Develop improvement and career development plans for staff.
• Facilitate group coaching and micro-training sessions.
• Lead process improvements to reduce escalations.

Skills

Coaching

Mentoring

Team leadership

Data analysis

KPI management

SQL basics

Problem solving

Communication

Tools

Salesforce

Zendesk

Ticketing systems

Job description

PM Consulting in Pasig is seeking an Operations Assistant Manager – Customer Support to elevate agent productivity, quality, and development.

You will coach teams, monitor KPIs, and optimize workflows to meet service levels and CSAT while reducing escalations. The role oversees specialists and may guide team leaders on high-priority projects.

This hands-on position emphasizes data-driven coaching and cross-functional collaboration with Quality, Training, and CX teams.