Service Desk Center of Excellence - Assistant Manager (Alabang) | Onsite

About the job: Center of Excellence - Assistant Manager (Alabang) | Onsite

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 and technical service desk clients/campaigns 
• Must be proficient in both Excel (Power Query) and Power BI (Data Analysis Expression or DAX) 
• Leadership experience: 4 years minimum handling a team for customer service accounts 
• Educational attainment: College graduate of any course 
• Amenable to working in shifting schedules. 
• Amenable to work ONSITE - Alabang 
• Able to start ASAP.