CSR Manager, Taguig

Key Responsibilities:
1. Oversee and manage the entire customer service team (including Supervisor, Team Leaders and CSRs).
2. Design, optimize, and maintain SOPs, response templates, and risk control processes.
3. Establish and continuously improve SLA and KPI monitoring systems.
4. Supervise QA results and develop actionable improvement plans.
5. Analyze operational data and propose concrete optimization strategies.
6. Provide regular reports to management on:
Operational efficiency
Complaint rates
Customer satisfaction
Incident reports and warning cases
7. Drive cross-department collaboration (Product, Technology, Finance, Operations).
8. Assist in handling major customer complaints and emergency incidents.
9. Recruit, train, and conduct performance evaluations for team members.
10. Develop promotion pathways, incentive programs, and retention strategies.

Qualifications:
1. 3 5+ years of customer service management experience (minimum 2 years as a Manager).
2. Experience in high-volume service environments such as BPO, Fintech, or Gaming.
3. Strong analytical skills (Excel / Google Sheets / Dashboards).
4. Proven capability in process improvement and project management.
5. Excellent cross-functional communication and decision-making skills.
6. Strong written and spoken English proficiency.