Customer Service Manager - Multilingual Support

Description
The Customer Service Manager - Multilingual Support is responsible for the day-to‑day leadership, performance, and development of the multilingual support organization in Cebu. The role ensures stable 24/7 operations, strong execution discipline, and high‑quality service delivery across multiple European language markets. It acts as a hands‑on operational leader, translating strategy into execution and building a scalable, accountable, and performance‑driven team.

Responsibilities

• Mandate & Accountability:
  • Accountable for Multilingual Support KPIs within the assigned scope, including SLA, CSAT, quality, productivity, backlog, and operational stability.
  • Responsible for stable and reliable 24/7 delivery across all supported languages and shifts.
  • Owns shift planning, scheduling, and workforce execution in alignment with site standards and business priorities.
  • Owns the execution of hiring a...