Hands-On Customer Service Ops Leader (24/7)

one.com; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

one.com in Cebu City is seeking a hands-on Customer Service Manager to lead our English Support Team Leads and agents across a 24/7 operation, including email, chat, and phone. You will stay close to the live operation, understand queues, and act when productivity, backlog, SLA, staffing, or CX is at risk.

You will immerse yourself in our processes and SOPs to coach performance, learn product areas, and ensure the team follows the agreed way of working.

Qualifications

• Leadership experience in customer support, BPO, or shared services.
• Experience leading Team Leads and frontline agents.
• Experience working in a 24/7 or shift-based operation.
• Strong understanding of productivity, SLA, backlog, staffing, and queue management.
• Strong written and spoken English.
• Structured and disciplined approach to execution and follow-up.

Responsibilities

• Lead and develop English Support Team Leads while staying close to agents and daily operation.
• Support the Head of English Support in maintaining a stable 24/7 operation.
• Monitor queue health, backlog, SLA risk, staffing, productivity, quality, and CX across channels.
• Identify risks early and take action before problems grow.
• Ensure staffing and channel allocation reflect actual demand throughout the day.
• Follow up on performance and address underperformance early and clearly.
• Strengthen coaching quality and ensure actions are followed through.
• Learn products, processes, and SOP to agent level and follow the English Support SOP.
• Review real tickets and calls to understand what drives performance.
• Step in and take operational ownership when leadership is unavailable.
• Collaborate with Training, Workforce, Enablement, Product, and others to improve performance.

Skills

Leadership

Team leadership

Customer support

English proficiency

Operational discipline

Data-driven decisions

Job description

one.com in Cebu City is seeking a hands-on Customer Service Manager to lead our English Support Team Leads and agents across a 24/7 operation, including email, chat, and phone. You will stay close to the live operation, understand queues, and act when productivity, backlog, SLA, staffing, or CX is at risk.

You will immerse yourself in our processes and SOPs to coach performance, learn product areas, and ensure the team follows the agreed way of working.