Service Desk CoE Manager – Weekends Off & Growth

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

HMO for Employee & 2 Dependents

Quarterly bonus

Career development opportunities

Job summary

TASQ Staffing Solutions in Alabang (Metro Manila) is seeking a Service Desk - Center of Excellence Assistant Manager. The role oversees service desk operations, drives process improvements, and leads a team of agents and team leads for multiple accounts.

Responsibilities include leveraging analytics, coaching, and implementing AI/automation to elevate customer interactions while ensuring policy adherence and exceptional service quality.

Qualifications

• Minimum 5 years BPO experience in customer service and technical service desk campaigns.
• Minimum 4 years leadership of a team for customer service accounts.
• College graduate in any field.

Responsibilities

• Process optimization: identifies inefficiencies, streamlines workflows, and enhances service delivery.
• Technology & Innovation: evaluates and integrates AI, automation, and analytics to improve customer interactions.
• Training & Development: coaching and knowledge-sharing for agents and team leads.
• Data analytics and metrics improvement: monitors performance metrics and enforces policies.
• Customer Experience Enhancement: analyzes feedback and fosters a customer-centric culture.

Skills

Leadership

Customer service

Data analytics

Coaching/Training

Process optimization

Education

College degree (any course)

Job description

TASQ Staffing Solutions in Alabang (Metro Manila) is seeking a Service Desk - Center of Excellence Assistant Manager. The role oversees service desk operations, drives process improvements, and leads a team of agents and team leads for multiple accounts.

Responsibilities include leveraging analytics, coaching, and implementing AI/automation to elevate customer interactions while ensuring policy adherence and exceptional service quality.