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Call Center Management Specialist
Call Center Management SpecialistASUS • Pasig, National Capital Region, Philippines
Call Center Management Specialist

Call Center Management Specialist

ASUS • Pasig, National Capital Region, Philippines
30+ days ago
Job description

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!


*Disclaimer: When you submit your information to LinkedIn, your information will be collected, processed, and used by LinkedIn. LinkedIn will share your information to ASUS for job recruitment purpose.

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Call Center Management Specialist • Pasig, National Capital Region, Philippines

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