Virtual Customer Service Ops Leader

Sagility Philippines B.V Branch; Philippines; On-site; PHP 700,000 - 1,300,000; Full time

Job summary

Sagility Philippines B.V Branch in Quezon City, Philippines, seeks a Customer Service Manager - Operations to lead a large virtual contact center. You will motivate and manage a multi-site team to deliver customer‑centred service, with emphasis on performance, coaching, and continuous improvement.

Ideal candidate will have 5+ years in contact center operations, strong leadership, and experience improving customer experience via NPS and cross‑functional collaboration.

Qualifications

• Strong operational orientation with leadership in a matrixed environment.
• Proven ability to drive change and improve customer experience.
• Excellent verbal and written communication; problem solving and collaboration.

Responsibilities

• Leads 8–10 Front Line Supervisors and 100+ staff across 24x7 shifts.
• Directs service activities to support customer experience strategy.
• Partner with HR on compensation, performance management and staffing initiatives.
• Coordinate with sales, account management and tech teams as needed.
• Drive workforce management to optimize efficiency without reducing service quality.

Skills

Leadership

Customer service orientation

NPS experience

Multichannel leadership

Matrix organization navigation

Education

High School Diploma or equivalent

Bachelor's Degree preferred

Job description

Sagility Philippines B.V Branch in Quezon City, Philippines, seeks a Customer Service Manager - Operations to lead a large virtual contact center. You will motivate and manage a multi-site team to deliver customer‑centred service, with emphasis on performance, coaching, and continuous improvement.

Ideal candidate will have 5+ years in contact center operations, strong leadership, and experience improving customer experience via NPS and cross‑functional collaboration.