Job ID: 7611

  • Mar 14, 2019
  • Cyberscape - Ortigas

  • Recruitment
  • Training of New Hires
  • Team Schedule Forecasting & Rostering
  • Attendance Monitoring & Reporting
  • People Management (Approval of Time Off Requests from staff, Staff Recognition, Team Meetings)
  • Monthly 1:1s with TLs
  • Queue Monitoring (Call, Chat & Email tickets)
  • Contributing to the development and implementation of CS processes
  • Handling Customer Escalations
  • Tracking of Daily Results
  • End of Day Reporting to the Onshore Manager
  • Weekly Call with the Onshore Manager
  • Monthly Performance Reporting
  • Liaise with the IT team for any Tech issues that may arise concerning phone line and internet connection
  • Organising team dinners/lunches etc. 

  • Very strong people skills. You will be leading a growing and hard-working team that will require both sensitivity and support in conflict resolution with Members and managing work-loads
  • At least 5+ yrs experience in a customer support role
  • A least 5+ years experience in an Operations Manager position, managing, recruiting, training, and motivating a customer service and/or operations team
  • Thorough understanding of Philippine Labor laws and employment legislation
  • Excellent written and verbal communication skills.  You will be setting the example for your team, both in training and when complex and difficult cases are escalated to you for resolution
  • Great organisational skills with a systems focus
  • Willing to work in Ortigas on a dayshift schedule

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

Cultures and Values

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

  • Salary: Competitive compensation will be given