Hybrid Set-up: 2x a week onsite
Schedule: Night Shift
Location: Paranaque City
Key Responsibilities :
Client Support Leadership (Primary Focus)
- Team Evolution: Transition the support desk from a reactive, transactional queue to a high- performing, consultative customer support operation.
- Capability Upskilling: Coach, mentor, and upskill support agents to confidently handle complex case types and proactive customer interactions.
- Voice Capability: Drive and manage the team's transition into phone-based client support and active voice engagement.
- Escalation Management: Serve as the senior point of contact for critical, high-priority, and complex client issues, ensuring swift resolution within SLAs.
- Performance Culture: Foster a culture of accountability, quality, and exceptional customer service across the entire support operation.
Operational & Desk Management
- Daily Oversight: Oversee day-to-day desk workflows including case management, queue distribution, phone support operations, portal-related inquiries, and necessary administrative tasks.
- Resource Optimization: Monitor workload distribution and resource utilization to maximize team productivity and maintain high service quality.
- Process Documentation: Identify operational bottlenecks and establish standardized workflows, standard operating procedures (SOPs), and internal knowledge bases.
Onshore Manager Delegation & Team Development
- Operational Ownership: Take over key delivery responsibilities currently managed by the onshore manager to free up their capacity, specifically owning:
- Weekly process and product updates
- Quality assurance reviews and constructive feedback coaching
- Critical case assistance and product case reviews
- New agent onboarding and structured training programs
- Training Programs: Design and execute continuous learning frameworks to improve the teams product knowledge and customer handling skills.
Reporting & Analytics
- Data-Driven Insights: Develop and maintain operational dashboards to track team performance metrics.
- Trend Analysis: Analyze support data to identify recurring system issues, training gaps, and process improvement opportunities.
- Stakeholder Reporting: Present clear operational performance reports and actionable insights to internal leadership and client stakeholders (covering SLA compliance, customer satisfaction, quality scores, and phone support effectiveness).
Qualifications & Experience
- Education: Bachelor's Degree in Business Administration, Operations Management, Finance, or a related field (MBA preferred).
- Professional Experience: 8+ years of professional experience in operations, customer success, commercial operations, or client support environments.
- Leadership: 3+ years of direct people management experience leading client-facing support desks.
- Change Delivery: Proven track record driving operational transformation, team upskilling, and transitioning teams into phone-based customer service.
- Commercial Real Estate (CRE): Working knowledge of CRE concepts, workflows, and industry terminology is highly preferred.
Technical Skills & Competencies
- Customer Support Excellence: Strong customer-centric mindset with deep expertise in helpdesk service delivery frameworks and complex escalation resolution.
- Leadership &Coaching: Proven ability to build, inspire, and upskill a team, transforming under-led functions into high-performing units.
- Analytics: Strong analytical skills with the ability to turn raw support data and metrics into actionable operational strategies.
- Communication: Exceptional verbal and written communication skills, with comfort presenting to senior stakeholders and engaging directly with clients.
- Tools & Technology: Proficiency with CRM platforms (Salesforce preferred), ticketing systems, reporting tools, and the Microsoft Office Suite.
