Helpdesk Management Specialist

ASUS PHILIPPINES CORPORATION; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ASUS PHILIPPINES CORPORATION is seeking a senior leader to oversee all aspects of call center operations, set strategic goals, optimize processes, and manage team performance to achieve KPIs such as NPS, CSAT, Reply Rate, and FCR, while enhancing customer satisfaction and brand loyalty.

You will lead multi-site BPO teams, design escalation protocols, optimize scheduling, analyze data, conduct journey mapping, and drive CRM optimization.

Qualifications

• BS/MS in Information Technology or Computer Science or related field.
• 5+ years in call center management, preferably in BPO.
• Fluent English (CEFR C1+)
• Experience with omnichannel platforms and CRM systems

Responsibilities

• Oversee call center operations and KPI achievement (NPS, CSAT, Reply Rate, FCR, SLA, AHT).
• Design and implement escalation protocols (L1-L3) and act as final point of resolution.
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration.
• Analyze customer interactions to identify pain points and drive process improvement.
• Lead Customer Journey Mapping workshops.
• Handle DTI cases, coordinating with legal teams and ensuring regulatory compliance.
• Lead CRM optimization and generate data-driven reports.
• Develop training on soft skills and product knowledge.
• Implement quality calibration aligned with global benchmarks.

Skills

Call center management

Omnichannel platforms

Cross-cultural leadership

English proficiency (CEFR C1+)

Agile methodologies

Education

BS/MS in Information Technology or Computer Science

Tools

CRM systems

Data analytics tools

Job description

About the role

Responsible for overseeing all aspects of call center operations, including strategic goal setting, process optimization, and team performance management, to achieve key KPIs (NPS, CSAT, Reply Rate, FCR, etc.) and continuously enhance customer satisfaction and brand loyalty.

Key responsibilities

• Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
• Design and implement escalation protocols (L1-L3), act as final point of resolution
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration
• Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
• Conduct regular Customer Journey Mapping workshops
• Handle DTI (Department of Trade and Industry) cases, including responding to complaints, preparing necessary documentation, coordinating with legal teams or relevant departments, and ensuring timely resolution in compliance with regulatory requirements
• Lead CRM system optimization
• Generate in-depth analysis reports to support data-driven decision-making
• Develop training programs on soft skills & product expertise
• Implement quality calibration processes aligned with global benchmarks

About you

• BS/MS degree in Information Technology or Computer Science or a related field
• 5+ years in call center management (BPO experience preferred)
• Expertise in omnichannel customer service platforms
• Fluent English (CEFR C1+)
• Cross-cultural team leadership
• Decisiveness under pressure
• Empathetic leadership
• Agile methodology proficiency