Duties and Responsibilities:
Team & Operations Management
- Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
- Design and implement escalation protocols (L1-L3), act as final point of resolution
- Optimize workforce scheduling, staffing allocation, and cross-functional collaboration
Customer Experience Enhancement
- Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
- Conduct regular Customer Journey Mapping workshops
Technology & Analytics
- Lead CRM system optimization
- Generate in-depth analysis reports to support data-driven decision-making.
Training & QA
- Develop training programs on soft skills & product expertise
- Implement quality calibration processes aligned with global benchmarks
What You'll Bring:
- A Bachelor’s/College Degree in Computer Science, Information Technology, Business, Marketing, or a related field.
- 5+ years in call center management (BPO experience preferred)
- Expertise in omnichannel customer service platforms
- Fluent English (CEFR C1+), cross-cultural team leadership
- Decisiveness under pressure
- Empathetic leadership
- Agile methodology proficiency
- Willing to be assigned in Ortigas, Pasig City
Why Join Us?
✅ Competitive Salary – We value your skills and reward your contributions.
✅ Quarterly Performance Bonus – Earn more based on your performance.
✅ Weekends Off – Recharge and enjoy your weekends.
✅ Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.
✅ ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.
✅ HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.
✅ Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.
✅ Complete Statutory Benefits – We provide full compliance with all legal requirements.
Join us and be part of a team that’s driving innovation and excellence in the tech industry!
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