- Location
- Metro Manila
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Closing date
- Today
- Source
- Vincere
Description
HelpDesk/Call Center Management Specialist Duties and Responsibilities: Job Summary Responsible for overseeing all aspects of call center operations, including strategic goal setting, process optimization, and team performance management, to achieve key KPIs (NPS, CSAT, Reply Rate, FCR, etc.) and continuously enhance customer satisfaction and brand loyalty. Key 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
• Handle DTI (Department of Trade and Industry) cases, including responding to complaints, preparing necessary documentation, coordinating with legal teams or relevant departments, and ensuring timely resolution in compliance with regulatory requirements.
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 Qualifications
• BS/MS degree in Information Technology or Computer Science 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