Lead and coach a team of Customer Support Specialists to meet performance, quality, and compliance goals
Provide consistent feedback and mentoring to drive individual and team development
Manage attendance, schedule adherence, and real-time team performance
Oversee escalated cases, ensuring prompt and professional resolution while maintaining confidentiality and accuracy
Collaborate with internal teams (Operations, Quality, Training, and Partner stakeholders) to implement process improvements and ensure seamless coordination
Ensure compliance with partner policies and data privacy standards, especially when handling sensitive healthcare information
Contribute to process documentation, reporting, and performance reviews
Promote a positive and collaborative team culture aligned with Crescendo’s values of empathy, growth, and integrity
Requirements
2–4 years of BPO experience, with at least 2 year in a leadership, supervisory, or SME capacity
Experience supporting healthcare, medical device, or technical accounts is a strong advantage
Excellent communication, analytical, and coaching skills
Strong understanding of quality assurance, performance management, and escalation handling
Proficiency in reporting and CRM tools
Ability to thrive in a fast-paced, detail-oriented, and compliance-driven environment
Willingness to work onsite in Taguig and collaborate with cross-functional teams
Additional Instructions
Lead and coach a team of Customer Support Specialists to meet performance, quality, and compliance goals
Provide consistent feedback and mentoring to drive individual and team development
Manage attendance, schedule adherence, and real-time team performance
Oversee escalated cases, ensuring prompt and professional resolution while maintaining confidentiality and accuracy
Collaborate with internal teams (Operations, Quality, Training, and Partner stakeholders) to implement process improvements and ensure seamless coordination
Ensure compliance with partner policies and data privacy standards, especially when handling sensitive healthcare information
Contribute to process documentation, reporting, and performance reviews
Promote a positive and collaborative team culture aligned with Crescendo’s values of empathy, growth, and integrity
Perks and Benefits
Earn competitive pay while building a career with endless opportunities
Enjoy remote work with the focus and flexibility to do your best work
Grow in an environment that rewards ambition and sharp execution
Thrive in a team environment where collaboration is the foundation of your success
Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
