Description:

The Customer Service Manager - Multilingual Support is responsible for the day-to-day leadership, performance, and development of the multilingual support organization in Cebu. The role ensures stable 24/7 operations, strong execution discipline, and high-quality service delivery across multiple European language markets. It acts as a hands-on operational leader, translating strategy into execution and building a scalable, accountable, and performance driven team. This role combines operational ownership with strong people leadership, structured follow up, and a clear focus on execution. The ideal candidate is not only comfortable managing people, but also able to run the operation: understanding queues, shifts, staffing, SLA risk, quality signals, backlog development, performance gaps, and the leadership routines needed to keep a multi-market support setup stable.

A. Mandate & Accountability:

i. Accountable for Multilingual Support KPIs within the assigned scope, including SLA, CSAT, quality, productivity, backlog, and operational stability.

ii. Responsible for stable and reliable 24/7 delivery across all supported languages and shifts.

iii. Owns shift planning, scheduling, and workforce execution in alignment with site standards and business priorities.

iv. Owns the execution of hiring and people management processes for the multilingual organization, including candidate sourcing, pre-selection, performance management, coaching, and team development, with final decisions aligned with European leadership.

v. Accountable for operational readiness, escalation handling, service stability, and fast corrective action when performance is at risk.

vi. Ensures that Team Leads, SMEs, and agents understand expectations, follow agreed routines, and are held accountable for execution. vii. Maintains a controlled operating rhythm with clear follow-up on queue health, staffing, performance deviations, and customer-impacting risks.

B. Key Responsibilities:

1. Operational Leadership:

i. Lead daily multilingual support operations with a strong focus on execution, discipline, predictability, and operational control.

ii. Run structured performance routines, including daily operations reviews, weekly KPI tracking, and monthly deep dives.

iii. Ensure workforce planning supports quality, speed, efficiency, and customer experience across languages and shifts.

iv. Actively manage performance deviations and ensure fast corrective actions when targets are at risk.

v. Ensure queue ownership, backlog control, shift handovers, and escalation routines are followed consistently.

vi. Use operational data to identify risks early, challenge explanations, and drive fact-based decisions.

2. Customer Experience & Commercial Support:

i. Ensure consistent and high-quality customer experience across all supported markets and languages.

ii. Support value-based cross- and upsell activities by enabling teams to identify customer needs and recommend relevant solutions.

iii. Maintain quality standards to ensure that commercial activities do not negatively impact customer trust or satisfaction.

iv. Ensure that customer experience, quality, and commercial activity are balanced in a sustainable and responsible way.

3. People Leadership & Culture:

i. Build and lead a high-performing multilingual support team, including Team Leads, SMEs, and agents.

ii. Set and enforce clear expectations, accountability, and professional standards.

iii. Address underperformance early, directly, and consistently. iv. Act as a visible, hands-on leader with strong presence on the floor.

v. Foster a culture of ownership, collaboration, execution excellence, and continuous improvement.

vi. Develop Team Leads and SMEs into reliable operational owners who can manage performance, people, and daily execution.

vii. Create a team culture where issues are escalated early, problems are solved actively, and performance is owned at the right level.

4. Continuous Improvement & Enablement:

i. Drive continuous improvement in processes, workflows, routines, and knowledge management.

ii. Support implementation and adoption of AI-enabled tools and automation in daily operations.

iii. Ensure teams are trained and equipped to deliver efficient, scalable, and high-quality support.

iv. Identify operational bottlenecks and work with relevant stakeholders to improve structure, tools, reporting, and ways of working.

v. Ensure changes are implemented with clear ownership, follow-up, and measurable impact.

5. Stakeholder Collaboration:

i. Work closely with the Site Director, Heads of Competence, and European Support Leaders.

ii. Collaborate with QA, Training, Workforce, Enablement, and operational stakeholders to improve performance and consistency.

iii. Act as the primary operational interface for multilingual support topics within Cebu.

iv. Translate European support priorities into practical execution in the Cebu operation.

v. Escalate risks, blockers, and structural issues clearly and with relevant data.

C. Leadership Profile Required:

i. Proven leadership experience in BPO, Shared Services, or Contact Center environments, ideally with multi-market or multilingual teams.

ii. Strong operational background with experience in 24/7 service delivery, shift-based operations, and KPI management.

iii. Hands-on leader with strong floor presence, team engagement, and ability to drive execution through Team Leads and SMEs.

iv. High execution capability: structured, disciplined, action-oriented, and able to turn plans into daily operational routines.

v. Strong people leadership skills with the ability to develop, coach, and scale teams.

vi. Experience managing performance deviations, underperformance, and operational change in a fast-paced environment.

vii. Comfortable working with data, dashboards, queue health, SLA risk, productivity, quality, and backlog trends.

viii. Experience working in multi-market and multicultural environments.

ix. European language skills such as German, Dutch, Danish, Swedish or Norwegian are an advantage, but not a requirement. Operational leadership capability is more important than language fluency for this role.

x. Strong English communication skills are required.

D. Success Indicators: First 6–12 Months:

• Stable SLA and quality performance across supported languages and shifts.

• Improved operational discipline and reduced variability in performance.

• Clear team structure with strong accountability across Team Leads, SMEs, and agents.

• Reduced dependency on individuals through scalable routines, documentation, and leadership follow-up.

• Better queue control, backlog visibility, and shift handover discipline.

• Early and consistent handling of performance deviations and underperformance.

• Positive customer experience across multilingual markets.

• Effective adoption of tools, processes, AI-enabled support solutions, and continuous improvement initiatives.

• Strong collaboration between Cebu operations and European support leadership.

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here. What matters to us is mutual respect, personal appreciation, and creating a workplace where motivation, collaboration, and accountability can thrive.

We believe in supporting your personal and professional growth, recognizing you as both an individual and a valued team member.

We look forward to getting to know you.