job description
Are you an experienced leader ready to build from the ground up? Onward Worldwide Management & Consultancy is seeking a strategic and operationally minded Customer Service Manager to spearhead our upcoming expansion in Paranaque City. In this pivotal role, you will be the architect of our service excellence, responsible for the pre-launch design of SLA targets, high-impact training standards, and resilient 24/7 shift coverage models.
We are looking for a dynamic professional who thrives in fast-paced environments and possesses the foresight to build scalable customer support frameworks. You will lead a high-performing team, ensuring that every touchpoint reflects our commitment to operational excellence and client satisfaction. If you are a visionary leader with a track record in contact center operations and a passion for building robust support ecosystems, we want to meet you.
Responsibility
- Design and implement comprehensive SLA frameworks and performance metrics to ensure service excellence.
- Develop and facilitate rigorous training programs to maintain high-quality service standards across all channels.
- Architect and oversee the execution of 24/7 shift coverage models, optimizing for peak demand and operational efficiency.
- Lead, mentor, and motivate a team of customer service leads and agents to meet and exceed organizational KPIs.
- Collaborate with stakeholders to integrate new service tools and technologies into the daily workflow.
- Monitor performance trends and drive continuous improvement initiatives to enhance the overall customer experience.
- Prepare detailed operational reports and performance forecasts for executive management.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum 5+ years of experience in Customer Service or Contact Center management, with at least 2 years in a leadership capacity.
- Proven expertise in setting up or scaling customer service departments, including shift planning and SLA definition.
- Deep understanding of BPO/Call Center operations and workforce management principles.
- Strong analytical skills with the ability to interpret performance data to drive decision-making.
- Exceptional leadership and communication skills, with a focus on team development and performance coaching.
- Proficiency in CRM software and standard office productivity suites.