Head of Customer Support Operations

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the daily operations and effectiveness of customer service teams managed through BPO partners.

• Facilitate staffing, reporting, quality assurance, training, recruitment, escalations, performance management, and operational enhancements across offshore teams.

• Serve as the primary point of contact for BPO customer service partners.

• Foster collaborative relationships with BPO managers and team leaders.

• Convey business updates, process modifications, and customer service requirements.

• Monitor service levels, roles, performance metrics, service quality, and capacity.

• Supervise the daily performance of outsourced customer service teams across various support channels, including phone, email, and chat.

• Ensure inquiries are addressed within stipulated response times, and complex issues are escalated appropriately.

• Collaborate with BPO team leaders and the Australian team to resolve customer and operational challenges.

• Track response times, inquiries managed, customer satisfaction, response quality, unresolved inquiries, service levels, attendance, and availability.

• Analyze performance reports, conduct customer interaction evaluations, provide feedback, and determine coaching, training, or corrective measures.

• Prepare performance reports for management review.

• Assist in training for new products, services, systems, and processes.

• Keep customer service procedures and information documentation current.

• Manage complaints, claims, and challenging inquiries; investigate issues and pinpoint recurring causes.

• Escalate significant customer, legal, or business risks to the Australian management team.

• Maintain communication with BPO partners, Australian management, and other departments.

• Plan staffing and capacity for varying demand, peak periods, public holidays, and unexpected surges.

• Suggest and implement improvements in processes, systems, and customer communication.

• Follow up on enhancements to ensure anticipated results are achieved.

⛳️ Requirements

• A bachelor’s degree in business, management, communications, or a related field is preferred.

• Relevant experience in customer service, outsourcing, or leadership may substitute for a degree.

• A minimum of five years’ experience in customer service, customer support, or contact center operations.

• At least three years’ experience in managing or supervising customer service teams.

• Experience working with BPO or outsourced service providers.

• Proven experience managing service delivery across multiple teams or locations.

• Strong understanding of customer service standards, service levels, and performance metrics.

• Excellent problem-solving and decision-making abilities.

• Proficient in reviewing reports, recognizing trends, and taking necessary actions.

• Strong organizational and time-management capabilities.

• Ability to juggle multiple priorities while adhering to deadlines.

• Experience in coaching, training, and supporting team leaders.

• Solid understanding of performance management principles.

• Comfortable utilizing customer service systems, reporting tools, and Microsoft Office or similar software.

• Willingness to collaborate with the Australian business during agreed Australian business hours when needed.

• Clear and confident spoken and written English skills.

• Capable of conveying information in a straightforward and practical manner.

• Strong listening and interpersonal skills.

• Effective communication with BPO managers, team leaders, internal teams, and senior management.

• Skilled in preparing clear reports, emails, and presentations.

• Able to maintain composure and professionalism in challenging situations.

• Capable of building strong working relationships with individuals from diverse backgrounds and organizations.

🏝️ Benefits

• Diverse, inclusive, and equitable workplace.

• Environment where everyone is valued and empowered to thrive.