Job description
Contactpoint360 is hiring a Team Manager (Assistant Operations Manager Level) to join our Cebu site. This onsite role works closely with the Operations Manager to develop, coordinate, and implement projects and programs that improve efficiency, quality, and customer satisfaction across our customer service operations.
As a Team Manager, you will lead a team of call center professionals, coach and develop supervisors, and ensure the delivery of best in class service. You will translate strategic objectives into actionable plans, drive process improvements, and actively manage performance against key metrics.
You will collaborate with the Training, Quality Assurance, IT, and Logistics teams to deploy initiatives, optimize staffing, and maintain a culture of accountability and continuous improvement. You will own the operational readiness of projects, monitor progress, manage risks, and report results to the Operations Manager and senior leadership.
This onsite opportunity is ideal for a proactive leader who thrives in a fast paced environment and is passionate about people development, data driven decision making, and delivering exceptional customer experiences. We offer a competitive salary, comprehensive benefits, and a clear path for career growth within a global outsourcing environment.
Location: Cebu based office with onsite work schedule. We value teamwork, integrity, and a customer first mindset. If you are ready to lead a dynamic team and drive tangible results, we want to hear from you.
Responsibility
- Lead, coach, and develop a team of call center agents and supervisors to achieve service level targets and customer satisfaction goals.
- Partner with the Operations Manager to plan, implement, and optimize programs and processes that align with business objectives.
- Manage staffing, scheduling, and capacity planning to ensure adequate coverage and efficient operations.
- Monitor key performance indicators such as CSAT, NPS, AHT, FTR, and SLA adherence; drive data-driven improvement initiatives.
- Handle escalations and root cause analyses to deliver timely, effective customer resolutions and continuous service enhancements.
- Develop and maintain SOPs, quality standards, and training materials to standardize best practices across the team.
- Collaborate with Training, Quality Assurance, IT, and other functions to implement initiatives that improve operational efficiency.
- Prepare regular performance reports and present insights, roadmaps, and risks to the Operations Manager and senior leadership.
Qualification
- Bachelors degree in business, management, communications, or a related field.
- 3-5+ years of experience in call center or customer service operations with leadership exposure; experience as a supervisor or team lead is preferred.
- Strong leadership, communication, and coaching skills with the ability to motivate and develop teams.
- Proficiency with contact center technology (CRM, IVR, ticketing systems) and data analysis tools; advanced MS Excel or Google Sheets skills.
- Solid problem solving, decision making, and project management abilities; ability to manage multiple priorities.
- Willingness to work onsite in Cebu and adapt to rotating shifts if required.
- Fluent in English; Filipino language skills are a plus.
- Proven track record of process improvement and delivering measurable results.