Call Center - Center of Excellence Assistant Manager (BGC, Taguig) | Onsite

About the job: CS - Center of Excellence Assistant Manager (BGC, Taguig) | Onsite Work Setup: Onsite (BGC, Taguig) Schedule: Shifting Schedules Benefits: HMO for Employee and 2 Dependents (On Day 1) Quarterly performance bonus Outstanding career development opportunities and exposure to multiple accounts Weekends Off Responsibilities: Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization Technology & Innovation: background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents/team leads Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture Requirements: Relevant years of experience: 5 years minimum BPO experience in customer service Leadership experience: 4 years minimum handling a team for customer service accounts Educational attainment: College graduate any course Amenable to working in shifting schedules. Amenable to work ONSITE BGC, Taguig Able to start ASAP.