CS Manager
JetSon Manpower Agency
We are seeking an experienced CS Manager to oversee customer service operations, performance management, and reporting. This role is critical in ensuring KPI achievement, high CSAT performance, and efficient daily operations while coordinating closely with internal teams and leadership.
Key Responsibilities
1. KPI, Performance & CSAT Management
• Oversee individual and team KPIs and ensure performance targets are met.
• Conduct monthly, semi-annual, and annual performance reviews with the CSR Team Lead.
• Review KPI results to ensure accurate incentive payouts.
• Analyze CSAT trends and implement strategies to maintain and improve customer satisfaction.
2. Recruitment & Training Coordination
• Conduct final interviews together with the CSR Team Lead.
• Coordinate hiring decisions with HR.
• Identify coaching or refresher training needs and coordinate with HR and the Team Lead
(training delivery handled by Training/QA).
3. Reporting & Communication
• Prepare and submit weekly and monthly CSR reports to senior management.
• Coordinate reports with internal stakeholders to ensure accuracy and alignment.
Monthly Reports include:
• CSR KPI completion status per team member.
• Summary of CSR commitment to quality standards, systems, and performance.
• Interventions and improvements implemented.
• Updates on hiring, training, and team readiness to support business needs.
Weekly Reports include:
• Weekly CSAT scores and key customer feedback themes.
• Operational metrics from HubSpot (missed calls, ticket volumes, response times, etc.).
• Issues encountered and corresponding action plans with progress updates.
4. Operations & Workflow Management
• Handle customer escalation calls when necessary.
• Assign urgent inbox and QA tickets.
• Redistribute workloads during team member absences to maintain service levels and
CSAT.
• Approve leaves, overtime, and absences via Dingtalk.
• Oversee break schedules in coordination with the CSR Team Lead.
• Monitor and resolve miscalls and missed customer calls to ensure proper customer follow-up.
5. Tools & Channel Administration
• Co-manage RingCentral and HubSpot user accounts.
• Monitor and assign Amazon Seller Central messages.
• Update and maintain QA-approved email templates.
Qualifications
• At least 5 years of experience in customer service or operations management.
• Experience in the BPO industry is an advantage.
• Chinese nationality is an advantage.
• Experience working with Chinese stakeholders or Chinese-led organizations is a plus.
• Mandarin proficiency is a plus.
• Strong background in KPI management, CSAT analysis, and performance reporting.
• Excellent leadership, communication, and organizational skills.
- ...operate their Visa programs. The services provided include Rules management, Rules enforcement and Risk investigations, which are provided... ...Interacting with Clients and Visa Inc. Sales Account Executives / CS Account Managers to ensure Client understanding and compliance...
- ...Job Title: CS Gaming Job Type: Full-time Location: Pasay City Overview As a Customer Support Agent, you will be the first... ...documentation Report bugs, recurring issues, and player feedback to management Compliance & Responsible Gaming Ensure all player...
- ...Location Pasay City, Philippines (On-site) Work Schedule Monday to Friday, 10:00 PM – 7:00 AM Reports To Customer Service Manager Job Overview The Customer Service Team Lead is responsible for overseeing the daily operations of the Customer Service...
- Job Title: Customer Support Representative Non-voice (Gaming) Work Setup: Work Onsite, Shifting Schedule, including weekends and holidays Job Summary: Are you passionate about gaming and customer experience? Join our team as an Customer Support Representative Non...
- ...effective recruitment, workforce planning, and retention strategies. • Manage capacity planning and scheduling to ensure optimal resource... ...• Design and execute training initiatives to refresh and upskill CS knowledge, product understanding, and soft skills. • Define...
- ...Role Qualifications: Minimum of 3 years CS Manager experience in a BPO environment Can start immediately Willing to work onsite at MOA, Pasay Program: Travel and Hospitality Job Details: What you'll be doing # Manage a team of customer service representatives...
- ...Job Summary: The Sales Account Executive is responsible for identifying new business opportunities, managing client relationships, and achieving sales targets. This role involves presenting products or services to potential clients, negotiating contracts, and ensuring...
- ...JOB DESCRIPTION The Sales Manager will lead the sales function, develop market strategy, and deliver revenue and margin objectives. This position requires leadership experience and accountability for people, operating results, and service or business performance....
- ...Description Develop and implement comprehensive marketing strategies to increase brand awareness and drive sales. Manage and optimize E-Commerce platforms, ensuring a seamless user experience. Oversee social media campaigns, creating engaging content to enhance...
- ...Description Manage day-to-day accounting operations and ensure compliance with accounting standards. Prepare monthly financial statements and reporting packages for management review. Lead the budgeting and forecasting processes. Supervise and develop accounting...
- ...JOB DESCRIPTION The Office Manager will manage office administration, facilities, vendors, supplies, policies, and support staff. The successful candidate should be organized, capable in the relevant field, and able to work professionally with the assigned team....
- ...ACE Hardware Phils, Inc. SM City North EDSA Is looking for a Store Manager! Job Purpose: Ensures growth and profitability of the company by providing quality customer and employee support services; guarantees operational efficiency and optimal performance of staff...
- ...Qualifications: Bachelor’s Degree in Hotel & Restaurant Management At Least 2 years of experience in Managerial or Supervisor position in Food & Beverage Industry Strong organizational, leadership & interpersonal skills Strong communication skills (verbal,...
- ...category plans (sales, margin, stock turn, availability, markdown control). Develop assortments: core, seasonal, gifting, and newness; manage product lifecycle (launch to exit). Set pricing guidelines and promo calendar (bundles, GWP, seasonal events); track promo ROI....
- ...conversion, basket mix, new-to-file). Build action plans by category/brand. People Leadership: Recruit, roster, coach and performance-manage beauty advisors/counter staff; run role-plays on consultation, shade matching, and fragrance storytelling. Service Excellence:...
- ...Graduate of 4 years baccalaureate course in Management or related courses. At least 4 years experience in sales and marketing, 2 year of which is on the supervisory level in sales and 1 year in managerial capacity. SUCCESS FACTOR Ability to communicate effectively...
- ...JOB DESCRIPTION The HR Manager will lead the human resources function and align workforce, employee relations, compliance, and talent programs with business needs. This position requires leadership experience and accountability for people, operating results, and service...
- ...deliver sales presentations to potential clients and partners. Requirements Graduate of 4 years baccalaureate course in Management or related courses At least 4 years experience in sales and marketing, 2 year of which is on the supervisory level in sales and...
- ...Sales Account Executive to join our client’s team in Pasay City. This role is ideal for someone who will drives revenue growth by managing client accounts, building relationships, and selling trading products/services to meet sales targets and market demands. New Account...
- ...ensure accuracy and compliance with regulations. Develop and implement financial strategies to enhance business performance. Manage budgeting processes and financial forecasting. Lead financial audits and liaise with external auditors to ensure integrity in financial...
- ...MW pacing with capital deployment capacity • Maintain sector diversification to reduce concentration risk 3.2 Portfolio IRR Management • Enforce minimum 12% weighted PIIR • Approve commercial memos prior to PPA execution • Prevent margin erosion for volume...
- ...The Operations Team Leader manages a team of Operations Supervisors and Captain Drivers and ensures the effective execution of fleet deployment, driver management, and vehicle performance. This role is vital in bridging middle-management operations to strategic planning...
100000 Php
...registered contractor with knowledge of communication, mechanical, electrical, and electronic systems • Position: Construction Division Manager • Company Industry: Engineering & Construction • Work Location: Makati City • Work Schedule: Monday to Saturday, 8:00 AM – 5:...- ...Join our team as an Outbound Sales Assistant Manager and lead sales operations for our Travel & Hospitality Program in MOA, Pasay. You’ll be responsible for driving sales performance, developing effective strategies, coaching, and implementing course corrections to achieve...
- ...Develop and implement effective e-commerce strategies to drive online sales and customer engagement. Manage the overall e-commerce platform, ensuring a seamless and user-friendly shopping experience. Analyze sales data and market trends to identify opportunities...
- ...Job Title: Training Manager Account: Travel| Expedia Work Location: MOA & McKinley Work Setup & Schedule: Onsite/Night Shift Salary: 80,000 - 110,000 Job description : Training & Development work includes developing training curriculum/materials, selecting...
- ...Description Assist in daily management activities while learning the operations of the business. Collaborate with team members to foster a positive work environment. Participate in training programs and workshops to develop essential skills. Support in inventory...
- ...Project lifecycle management: Plan, initiate, and oversee solar projects from start to finish. Budget and financial management: Develop project budgets, track expenses, and identify cost-saving opportunities. Team and stakeholder coordination: Lead and coordinate...
- ...materials as required Arranging contracts for maintenance, trash removal, landscaping, security and other ongoing services and managing disputes with these service providers where appropriate Investigating and resolving property complaints and rental violations...
- ...promoting customer goodwill. Obtain information from customers and sales people on merchandise for feedback to merchandising and management. Store Administration Ensure standard operating procedures and compliance to Company policies are strictly implemented....
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to CS Manager. Be the first to apply!
