Unit Manager, Service Desk

Capital One Philippines Service Corp. (COPSSC)

Muntinlupa City, National Capital Region, Philippines
Hybrid
18 months call center operations experience
Team coaching and mentoring skills
Microsoft office and google suite proficiency
Capital One Philippines Service Corp. is seeking a Unit Manager for its Service Desk, responsible for supervising a team, improving customer experience, and achieving performance targets. The ideal candidate should have a background in call center operations, strong leadership skills, and be amenable to a hybrid working setup

Job Summary

  • The role involves supervising a team of professionals handling consults, inbound/outbound calls, cases, chat, escalations, and investigations to achieve individual and group targets.
  • Responsibilities include conducting scheduled and random audits for compliance, providing periodic performance reviews, and implementing strategies to improve process and customer service delivery.
  • Candidates must be amenable to working in a hybrid setup and a shifting schedule to support 24/7 operations while maintaining strong partnerships across the organization.

Matching Summary

Match Score: 85

Capital One Philippines Service Corp. is seeking a Unit Manager for its Service Desk, responsible for supervising a team, improving customer experience, and achieving performance targets. The ideal candidate should have a background in call center operations, strong leadership skills, and be amenable to a hybrid working setup.

Skills & Requirements

Must-have

  • 18 months call center operations experience
  • Team coaching and mentoring skills
  • Microsoft Office and Google Suite proficiency
  • Hybrid work setup availability
  • 24/7 shifting schedule flexibility

Nice-to-have

  • Two years leadership role in BPO industry
  • Strong analytical decision-making skills
  • Cross-functional organizational collaboration
  • Process improvement strategy implementation

Key Requirements

  • Two years college level education or equivalent
  • Total of 18 months call center operations experience
  • People management and team coaching skills
  • Proficiency in Microsoft Office and Google Suite

Work Rights

Not specified

Tailored Resume

Cover Letter