Call Center Customer Service Manager
$100,000–$150,000 year
On-sitePasig City, Metro Manila, Philippines
Job Summary
Lead 5–10 call center supervisors overseeing inbound and outbound teams, ensuring call quality from start to finish and proactively improving internal processes. Conduct regular business meetings with supervisors for performance reviews and coaching to maximize quality and production. Monitor and improve call center metrics, productivity, and service quality while overseeing workforce management and setting clear performance goals. Develop strategies to enhance customer satisfaction, motivate teams to meet revenue targets, and manage hiring, coaching, and termination processes. Collaborate with Quality Assurance, Training, IT, and Recruiting departments to audit quality assurance strategies and ensure adherence to corporate policies. Ensure accurate payroll review and submission while serving as a subject matter expert on client-specific operations. Manage remote employees as needed and perform other duties as assigned.
Required Qualifications
- 18 years or older
- High school diploma or equivalent
- 2+ years of experience in call center operations management
- Strong data entry and computer skills
- Fluent in English (spoken and written)
- Wired high-speed internet connection (20Mbps+ download speed)
- Excellent organizational, written, and verbal communication skills
- Typing speed of 20+ words per minute
- Availability to work scheduled shifts, including during training
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Ability to learn and navigate complex computer systems
- Reliable attendance and punctuality
- Strong conflict resolution, problem-solving, and negotiation skills
- Customer-focused mindset: empathetic, responsive, and patient
- Ability to multitask, self-manage, and stay focused in a fast-paced environment
- Strong interpersonal skills and team orientation
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Must be able to sit/stand for long periods while using a computer and telephone headset
- Must be able to operate a computer and other office equipment, including a phone, copier, and printer
- Must be able to move about the office to accomplish tasks
- Must be able to reach in any direction
- Must be able to raise or lower objects
- Must be able to move objects from place to place
- Must be able to hold onto objects
- Must be able to move or exert force up to forty (40) pounds
Desired Qualifications
- Additional experience in customer service
- Additional experience in technical support
- Additional experience in back-office operations
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.