POSITION OVERVIEW

Manila, PH

We are looking for a managerial-level lead to support and coach a team of tax customer service agents. Agents have strong customer service experience but need expert tax guidance.

This role supports the team both operationally and as a coach, ensuring high performance and growth.

POSITION RESPONSIBILITIES

Supervisors are responsible for day‑to‑day activity and development of 15‑25 representatives within a complex call center environment. The Customer Service Supervisor I/II must ensure call quality, drive continuous improvement, and support performance.

Key Responsibilities

• Lead a team of 15‑25 entry‑level front‑line customer service agents responsible for inbound call handling.
• Coach and develop team on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.