*Work Setup:* Hybrid (once a week onsite) * Location: *Makati, Metro Manila * Summary:* The *Customer Service Call Center Agent Manager* will play a crucial role in leading our customer service team for shop.hersheys.com - a direct-to-consumer e-commerce chocolate gifting business. This role combines leadership, problem-solving, and strategic planning skills to ensure our call center agents provide top-notch customer service. The manager will oversee a small team, starting with two agents and expanding to five agents during peak seasons, ensuring quality standards, customer satisfaction, and team morale are maintained. * Major Duties/Responsibilities:* * _Team Leadership and Management _(20%)* * Directly oversee two customer service agents for the first three quarters of the year, expanding supervision to five agents in the final quarter. * Lead, motivate, and manage the team to achieve high performance and exceptional customer service standards. * Conduct regular team meetings to discuss goals, updates, and performance feedback. _ *Customer Satisfaction and Quality Assurance *_*(20%)* * Monitor and maintain high Customer Satisfaction (CSAT) scores. * Implement and refine quality assurance processes to ensure service excellence. * Handle escalated customer issues, providing timely and effective resolutions. _ *Coaching and Development *_*(20%)* * Provide ongoing coaching and training to agents to improve their skills and performance. * Conduct regular performance reviews and develop individual growth plans for each agent. * Foster a culture of continuous improvement and professional development. * _Problem Solving and Process Improvement _(15%)* * Identify and resolve operational issues to enhance efficiency and service quality. * Analyze call center metrics and customer feedback to identify trends and areas for improvement. * Implement process improvements to optimize call center operations. * _Team Morale and Engagement _(15%)* * Create a positive and energetic work environment that promotes teamwork and collaboration. * Recognize and reward outstanding performance to maintain high team morale. * Organize team-building activities and events to foster a cohesive team spirit. * _Operational Oversight_ (10%)* * Manage workforce scheduling, shift management, and workload distribution. * Maintain accurate records and reports on agent performance, customer interactions, and operational metrics. * Ensure compliance with company policies and procedures. * Minimum Education and Experience Requirements:* * Education: */Bachelor’s Degree required, in Business Administration, Management, or any relevant field/ * Experience:* * Must have a minimum of *3 to 5 years of experience i*n a call center management role, preferably in an e-commerce or direct-to-consumer environment. * Proven track record of achieving and maintaining high CSAT scores. * Strong leadership, coaching, and team development skills. * Excellent problem-solving and decision-making abilities. * Strong communication and interpersonal skills. * Proficiency in call center software and CRM systems. * Ability to thrive in a fast-paced, dynamic environment. * Amenable to a *night schedule* from 8:00 PM to 5:00 AM