Sr. Engagement Manager in Makati City, PH at Startek

Date Posted: 9/26/2018

Job Snapshot

  • Employee Type:
  • Job Type:
  • Experience:
    2 to 4 years
  • Date Posted:
  • Job ID:

Job Description

  • Responsible for managing first line Engagement Managers
  • Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. 
  • Manages and maintains team qualitative and quantitative performance results.
  • Implements engagement center processes that support seamless, integrated delivery of world class customer service.
  • Monitors service standards and goals, performs sales, service analysis aimed at improving group performance.
  • Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance.
  • Resolves complex problems or inquiries in a timely, efficient manner.
  • Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance
  • Approves personnel activities concerning hiring, training/development, and evaluation of staff performance.
  • Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
  • May build industry relations communicating technologies and operational concerns through industry networking.
  • Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams.
  • Ensures assigned team meets and complies with all company policies and procedures.
  • Responsible for hiring, training, development and retention of diverse and highly effective teams.
  • In partnership with the Engagement Center Director, works directly with the client(s) and helps develop a sound business relationship.
  • May be required to manage/lead all aspects of the engagement center operations including profit and loss accountability in the absence of the Engagement Center Director.

Job Requirements


  • At least 2-4 years BPO experience preferably in a managerial capacity
  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
  • Ability to work effectively in a team oriented, high demand and fast paced environment. 
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.
  • Travel may be required to attend work related meetings and training sessions.
  • Willing to be based in Makati


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