Call Center Management Specialist

Duties and Responsibilities:Team & Operations ManagementManage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHTDesign and implement escalation protocols (L1-L3), act as final point of resolutionOptimize workforce scheduling, staffing allocation, and cross-functional collaborationCustomer Experience EnhancementAnalyze customer interaction data (voice/email/chat) to identify pain points and drive process improvementConduct regular Customer Journey Mapping workshopsTechnology & AnalyticsLead CRM system optimizationGenerate in-depth analysis reports to support data-driven decision-making.Training & QADevelop training programs on soft skills & product expertiseImplement quality calibration processes aligned with global benchmarksWhat You'll Bring:A Bachelor’s/College Degree in Computer Science, Information Technology, Business, Marketing, or a related field.5+ years in call center management (BPO experience preferred)Expertise in omnichannel customer service platformsFluent English (CEFR C1+), cross-cultural team leadershipDecisiveness under pressureEmpathetic leadershipAgile methodology proficiencyWilling to be assigned in Ortigas, Pasig CityWhy Join Us?✅ Competitive Salary – We value your skills and reward your contributions.✅ Quarterly Performance Bonus – Earn more based on your performance.✅ Weekends Off – Recharge and enjoy your weekends.✅ Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.✅ ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.✅ HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.✅ Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.✅ Complete Statutory Benefits – We provide full compliance with all legal requirements.Join us and be part of a team that’s driving innovation and excellence in the tech industry!*Disclaimer: When you submit your information to LinkedIn, your information will be collected, processed, and used by LinkedIn. LinkedIn will share your information to ASUS for job recruitment purpose.