Retail Call Center Operations Lead

VidaXL Services (PH) Inc.

Mandaluyong

On-site

PHP 893,000 - 1,562,000

Full time

14 days+

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Job summary

VidaXL Services (PH) Inc. is seeking an Assistant Operations Manager for the Call Center to oversee daily customer service across email, chat, and voice, ensuring efficient handling of cancellations, refunds, escalations, and troubleshooting while driving performance and customer satisfaction.

You will lead supervisors and agents, coordinate with QA, HR, and Workforce Management, monitor SLAs and KPIs, implement process improvements, and report insights to senior leadership to support revenue

Qualifications

Bachelor's degree in business administration or related field required; master's preferred.
5+ years of experience in a call center environment, with at least 2 years in a managerial or operations role.

Responsibilities

Lead supervisors, team leaders, and frontline agents to deliver service excellence.
Ensure SLAs, KPIs, and customer satisfaction targets are met.
Oversee escalation handling and complaint resolution in compliance with policy.
Implement process improvements to cut wait times and boost efficiency.
Collaborate with QA, HR, and Workforce Management on training and staffing.
Prepare regular performance reports for senior leadership.
Maintain compliance with data protection and regulatory standards.