Creating World-Class Standards in Home Services

Ready to sweep the industry with fresh ideas? This global opportunity offers the chance to redefine home cleaning and maintenance on an international scale. Build systems that shine, collaborate with global experts, and create solutions that last—all while staying firmly rooted in the place you call home.

Job Description

As a Customer Service Operations Manager reporting to the Deputy Head of Support, you will oversee first-line support, driving key KPIs for responsiveness, quality, agent efficiency, and sales. Collaborating with team leaders and specialists, you will ensure targets are consistently achieved while maintaining exceptional performance standards across the team.

Job Overview

Employment Type: Full-Time

Shift: Mid-Night Shift (Shifting)

Work Setup: Hybrid, Makati City

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Hybrid work arrangement
• Prime office location in Makati City (Easy access to MRT stations, restaurants, and banks)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 10+ years of experience in operations management within a BPO environment.
• Proven experience scaling customer service and sales teams in a two-sided marketplace industry (required).
• Expertise in workforce, performance, and queue management to drive efficiency.
• Proficiency in CRMs for service management and reporting (Zendesk experience is a plus).
• Strong people management, coaching, and stakeholder engagement skills.
• Proven ability to meet service-level targets and optimize team performance.
• Excellent communication and analytical skills to evaluate and enhance operations.
• Ambitious, proactive, and highly organized, thriving in a fast-paced environment.

Your Daily Tasks

First-Line Support Performance:

• Ensure the responsiveness of the first-line support team.
• Drive sales per hour to meet established targets.
• Monitor and enhance agent performance, focusing on quality and productivity.
• Manage agent engagement and reduce churn rates.

Leadership:

• Lead and mentor the operations team to uphold high service delivery standards in a BPO environment.
• Establish a target-driven culture to achieve exceptional operational performance and user outcomes.
• Drive the sales team to achieve a high volume of sales per hour.
• Inspire and motivate the team to deliver outstanding service quality and customer satisfaction.
• Oversee workforce management processes, including scheduling and planning, to minimize queues and ensure SLA and answer rate targets are consistently met.

Operational Management:

• Oversee quality assurance processes to maintain service standards and provide necessary coaching.
• Ensure effective delivery of training programs to uphold high-quality standards across the team.
• Monitor and manage agent absence and performance metrics, including average handling time, productivity, and ticket completion rates.
• Implement reward and recognition programs to keep the team happy, motivated, and engaged.

Hiring & Development:

• Assist in recruiting top-tier talent for the operations team.
• Conduct performance reviews and foster career progression within the team.
• Identify and celebrate high performers while promoting a culture of continuous improvement and professional growth.

About the Client: London’s Best Home Cleaning

Imagine a company that turns home cleaning and maintenance into an art form. Our client simplifies household care by blending innovative technology with trusted expertise. With professionals who are rigorously vetted and passionate about quality, they ensure every corner shines. It’s more than cleaning—it’s creating homes that feel effortlessly cared for.

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!

Please refer to job description.