Helpdesk Management Specialist

Duties and Responsibilities:

Team & Operations Management

• Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
• Design and implement escalation protocols (L1-L3), act as final point of resolution
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration

Customer Experience Enhancement

• Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
• Conduct regular Customer Journey Mapping workshops

Technology & Analytics

• Lead CRM system optimization
• Generate in-depth analysis reports to support data-driven decision-making.

Training & QA

• Develop training programs on soft skills & product expertise
• Implement quality calibration processes aligned with global benchmarks

What 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 platforms
• Fluent English (CEFR C1+), cross-cultural team leadership
• Decisiveness under pressure
• Empathetic leadership
• Agile methodology proficiency
• Willing to be assigned in Ortigas, Pasig City

Why 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!

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