Team Manager (Assistant Manager Level)

ContactPoint360; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Base salary

HMO

Dental

Paid time off

13th-month pay

Leadership development training

Employee discounts

Job summary

ContactPoint360 in Cebu City, Philippines, invites experienced Team Managers to lead call-center operations with a focus on service delivery and customer outcomes. You will coordinate Projects and programs with the Operations Manager, guiding team leaders and advisers by coaching and development initiatives.

You will drive performance, forecast metrics, and report progress to clients and executives, while maintaining extraordinary, compliant service standards and a collaborative culture.

Qualifications

• 1-2 years of experience as Team Manager/Associate Manager.
• Ability to communicate and influence credibly at all levels.
• Manage multiple Team Leaders and projects with attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the daily operation of the call center to meet service standards.
• Lead as the main contact for client and company matters.
• Ensure timely delivery of solutions based on customer needs.
• Communicate monthly/quarterly progress to clients and teams.
• Forecast and track key account metrics.
• Assist with high severity requests or escalations as needed.
• Analyze performance and identify improvement areas.
• Coach and mentor team leaders and support their development.
• Assist in managing impact of new products/services on customer service.

Skills

Team leadership

Communication

Project management

Stakeholder management

Coaching

Job description

Join our CP360 Family, today!

From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian

Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Job Summary Purpose:

We are seeking an experienced Team Manager (Associate Manager) who will work closely with the Operations Manager and help him to develop, coordinate, and plan projects and programs. Who would also assist in managing Call Centre teams to ensure efficient service to customers and advisers via telephone and correspondence inquiries.

Key responsibilities:

• Manage the daily operation of the call center to ensure service delivery standards are met and maintained in line with company defined objectives.
• Operate as the lead point of contact for any and all matters specific to the client and the company.
• Ensure the timely and successful delivery of company's solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external clients/customers.
• Forecast and track key account metrics.
• Assist with high severity requests or issue escalations as needed.
• Conduct analysis of performance and identification of improvement areas.
• Coaching and mentoring team leaders while assisting in their training and development.
• Assisting to manage the impact to new products and services on levels of customer service.

Key requirements:

• 1-2 years of experience as Team Manager/Associate Manager
• Ability to communicate, present, and influence credibly and effectively at all levels of the organization, including C-level executives.
• Ability to manage multiple Team Leaders and projects at a time while paying strict attention to details.
• Excellent listening, negotiable, and presentation skills.
• Excellent written and verbal communication skills.

What's in it for you?

• Great base salary
• HMO Medical Insurance
• Dental Coverage
• Paid Time Offs
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together!