Service Desk COE Lead & Innovate Manager (Onsite Alabang)

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

Weekends Off

Job summary

A staffing solutions firm in Muntinlupa seeks a candidate with a minimum of 5 years BPO experience to optimize processes and lead a customer service team. The role requires strong leadership and the ability to integrate new technologies. Benefits include HMO from day one, quarterly bonuses, and weekends off.

Qualifications

• 5 years minimum BPO experience in customer service and technical service desk clients.
• 4 years minimum handling a team for customer service accounts.
• Must be amenable to work in shifting schedules and onsite.

Responsibilities

• Identifies inefficiencies and streamlines workflows.
• Evaluates and integrates new tools like AI and automation.
• Provides coaching and skill-building programs.
• Monitors performance metrics and maintains service excellence.
• Implements customer feedback improvements.

Skills

BPO experience

Leadership

Customer service

Technical service desk

Education

College graduate

Job description

About the job Service Desk COE Assistant Manager (Alabang) | Onsite

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
• Leadership experience: 4 years minimum handling a team for customer service accounts
• Educational attainment: College graduate any course
• Amenable to work in shifting schedules.
• Amenable to work ONSITE - Alabang
• Able to start ASAP.
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities and exposure to multiple accounts