Service Desk Center of Excellence - Assistant Manager (Alabang) | Onsite

TASQ; Muntinlupa; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading BPO service provider in Alabang is seeking an Assistant Manager for their Center of Excellence. This role involves optimizing processes, enhancing customer experience, and leading a team. Applicants should have at least 5 years of BPO experience, strong proficiency in Excel and Power BI, and leadership experience. The position offers onsite work with excellent benefits, including HMO for employees and dependents, and opportunities for career development.

Benefits

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

Weekends Off

Qualifications

• Minimum 5 years of BPO experience in customer service.
• Proficient in Excel and Power BI.
• 4 years of leadership experience in customer service.

Responsibilities

• Identify inefficiencies and optimize processes.
• Evaluate and integrate new technology tools.
• Provide training and skill-building for team members.
• Monitor performance metrics to ensure service excellence.
• Enhance customer experience through feedback analysis.

Skills

BPO experience

Proficient in Excel (Power Query)

Proficient in Power BI (DAX)

Leadership

Education

College graduate

Job description

About the job: Center of Excellence - Assistant Manager (Alabang) | Onsite

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities and exposure to multiple accounts
• Weekends Off

Responsibilities

• Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization
• Technology & Innovation: Background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions
• Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents/team leads
• Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence
• Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture

Requirements

• Relevant years of experience: 5 years minimum BPO experience in customer service and technical service desk clients/campaigns
• Must be proficient in both Excel (Power Query) and Power BI (Data Analysis Expression or DAX)
• Leadership experience: 4 years minimum handling a team for customer service accounts
• Educational attainment: College graduate of any course
• Amenable to working in shifting schedules.
• Amenable to work ONSITE - Alabang
• Able to start ASAP.