Call Center - Center of Excellence Assistant Manager

About the job: CS - Center of Excellence Assistant Manager (BGC, Taguig) | Onsite

Work Setup: Onsite (BGC, Taguig)

Schedule: Shifting Schedules

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities and exposure to multiple accounts
• Weekends Off

Responsibilities:

• Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization
• Technology & Innovation: background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions
• Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents/team leads
• Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence
• Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture

Requirements:

• Relevant years of experience: 5 years minimum BPO experience in customer service
• Leadership experience: 4 years minimum handling a team for customer service accounts
• Educational attainment: College graduate any course
• Amenable to working in shifting schedules.
• Amenable to work ONSITE BGC, Taguig
• Able to start ASAP.