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November 20 2017     EnglishEnglish    SpanishSpanish

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Job description:


Position Overview:

The manager provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The manager supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Essential Job tasks and Job responsibilities:

• Identify, Prioritize and Coach agent  development areas
• Directly manage team of 10 or more agents
• Documents account resolutions, issues, and general notes.
• Assists agents with functionality and basic troubleshooting of product or account issues for the customers
• Maintains  target levels of performance required by the client
• Maintains up-to-date level of product and procedural expertise by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Helps maintain a good team and working environment
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertakes tasks of a general nature or additional tasks as business requires from time to time
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

Position Requirements:
• practice as a Mentor.
• Excellent KPI’s.
• Proficient expertise of inbound contact center environment.
• Must have excellent phone skills, customer service skills, analytical and troubleshooting skills.
• Must possess solid verbal and written communication skills.
• Must be able to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• Must be able to accommodate a flexible schedule.
• Must have analytical and troubleshooting skills.
• Resume of readiness updated.
• Have great Positive Attitude
• capability to develop and motivate a team.
• Superb listening, probing, negotiation and de-escalation skills needed.
• Willing to work in Lipa, Batangas


WORK LOCATION View larger map / directions View larger map

Nearby Transportations

    SM City Lipa Terminal


Ground Flloor Fiesta World Mall, Information technology Center, Brgy, Marauoy, Lipa City


Average Processing Time

10 Days


Call Center/IT-Enabled Services/BPO


Telephone No.

Globe - 0915.214.0413; Smart - 0939.526.6205

Facebook Fan Page

Company Size

More than 5000 Employees

Working Hours


Dress Code

Smart Business Casual


Medical, Miscellaneous allowance, Dental

Spoken Language



Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc.Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a prosperous Customer practice leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at and peruse our library of case studies and industry insights to lgain more about why Results is one of the fastest growing Customer practice companies in the world.


The Results Companies believes that performance begins with the hiring process. We scour our candidate pool to find intelligent, innovative and hard-working team players that are ready to help grow your business.
Through continuing training and personal development programs, our employees have the opportunity for individual growth within a growing and dynamic workplace.
We offer opportunities to each employee through training, advancement and incentive programs. Our employees have endlesspotential for creating a strong career foundation.
Our employees are the foundation of The Results Companies. We understand that each person brings their own unique practices and personalities to deliver exceptional performance and quality to our clients. Each and every team member at Results strives for excellence, encourages innovation and drives thought leadership abilities and creative thinking to deliver the best solutions in the industry.  
Results embraces diversity. We understand the differences and similarities that our employees may encompass and utilize those to develop and grow our business. We've set the bar for performance to deliver best-in-class quality and services. And our agents know great service is not just setting high standards, but being friendly, attentive and professional with every contact they make.



Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Calabarzon & Mimaropa, Central Luzon, National Capital Reg Other
Address: Calabarzon & Mimaropa, Central Luzon, National Capital Reg
Company Type Employer
Post Date: 10/21/2017 / Viewed 53 times
Contact Information
Company: Results Manila Inc.

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