Helpdesk Management Specialist

About the role

We are looking for a seasoned Helpdesk Management Specialist to lead our BPO teams in Ortigas, Pasig City. You will drive operational excellence, enhance customer experience, and ensure the smooth functioning of our omnichannel support environment.

Key responsibilities

• Manage BPO teams, monitor KPIs such as NPS, CSAT, Reply Rate, FCR, SLA, and AHT.
• Design and implement escalation protocols (L1‑L3) and act as the final point of resolution.
• Optimize workforce scheduling, staffing allocation, and cross‑functional collaboration.
• Analyze voice, email, and chat data to identify pain points and lead process‑improvement initiatives.
• Conduct Customer Journey Mapping workshops regularly.
• Lead CRM system optimization and produce analytical reports for data‑driven decisions.
• Develop training programs on soft skills and product expertise, and implement quality calibration aligned with global benchmarks.

Required profile

• Bachelor’s degree in Computer Science, IT, Business, Marketing or a related field.
• 5+ years of experience in call‑center management, preferably in a BPO environment.
• Proven ability to lead cross‑cultural teams and make decisive decisions under pressure.
• Fluent English (CEFR C1+) and strong interpersonal skills.
• Willingness to work onsite in Ortigas, Pasig City.

Required skills

• CRM system optimization.
• Omnichannel customer service platforms.
• Agile methodology.

What we offer

• Competitive salary and quarterly performance bonus.
• Weekends off and a two‑week holiday break in December.
• Monthly employee engagement activities.
• HMO and group life insurance upon regularization.
• Medicine reimbursement, including optical, dental, and gym membership.
• Full statutory benefits compliance.