Manager I, Customer Care

Cebu, 07, PH, 6000


Manager I, Customer Care

Manager, Customer Care

Job Description


JOB FAMILY:                 OperationsCustomer Care


Job Code:                    OP01M02100


JOB LEVEL:                   M02




REPORTS TO:                 [insert job title]



Responsible for teams providing support to business operations such as front end, image & data capture, and / or document / transaction content management.



  • Plans, organizes, directs, and controls operations
  • Hire and train new customer service agents and support team members
  • Analyzes workflow and assignments to ensure operations run efficiently
  • Provides direction to staff members in resolving problems which arise with internal or external customers
  • Meets with customers to determine needs, solicit feedback on service levels and implement

          solutions to address issues

  • Adapts departmental plans and priorities to address resource and operational challenges
  • Supervise day-to-day operations in the customer service department.
  • Create effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Coach and develop support team members
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports on your findings.
  • Manage the approved budget of the customer service department.
  • Stay informed on the latest industry techniques and methods.



Required Skills and Experience:

  • Minimum Highs School Diploma.
  • Minimum of 3 years’ proven experience in a supervisory role preferably in call customer service environment.
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills.



Analytical problem solving skills

Conflict resolution


Client focused

Excellent oral and written communications skills

Stakeholder Management

People Management





WORK ENVIRONMENT This job operates in a professional office environment remotely or onsite. This role routinely uses standard office equipment such as computers, phones. This job may also require temporary work from home with the understanding that this position may migrate to an office environment with or without notice.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and listen. This job may require standing; walking; use hands and finger, handle or feel; and reach with hands and arms.

POSITION TYPE/EXPECTED HOURS OF WORK This is a full-time position. This position requires flexibility to work a minimum of 40 hours weekly and may include working extended hours including public holidays and weekends.

TRAVEL May require at least 25% travel internationally including but not limited to client site visits or training at corporate site or other locations across the world.

OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.



Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 


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