Senior Call Center Administrator
Pearson VUE
Customer Service Team Lead
Pearson VUE
full-time
Posted on:
Location Type: Hybrid
Location: Mandaluyong City • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Lead and support a team responsible for global order management and customer service
- Monitor team performance and conduct quality reviews to ensure adherence to service and process standards
- Provide coaching, feedback, and development opportunities to team members
- Collaborate with internal departments to resolve operational issues and improve processes
- Drive continuous improvement initiatives to enhance efficiency and customer satisfaction
- Ensure accurate documentation and reporting of team activities and performance metrics
- Act as a point of escalation for complex or urgent customer issues
- Foster a collaborative and inclusive team culture
- Conduct training for new hires and onboarding sessions to upskill existing team members
- Participate in hiring process including initial-level interviews
Requirements
- Proven experience in team leadership, preferably in customer service or order management
- Strong understanding of operational workflows and service delivery
- Excellent communication and interpersonal skills
- Proficiency in MS Word, Excel, and other relevant tools
- Ability to coach and develop team members effectively
- Strong problem-solving and decision-making skills
- Experience working in a fast-paced, dynamic environment
- Adaptability to changing business needs and priorities
- Ability to work UK business hours (8:00am – 5:00pm UK time)
- Office-based in Pearson Manila (Mandaluyong City)
Benefits
- Day 1 Health Care Coverage with up to 2 dependents
- Competitive Retirement Plan – Pearson doubles your contribution
- Volunteering Days and Employee Wellbeing Assistance
- Annual Pay Increase and Performance Bonus
- Office-based with option to move to hybrid working (2 days per week) after training and probation
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
team leadershipcoachingfeedbackdevelopment opportunitiescollaborationproblem-solvingdecision-makingadaptabilitycommunicationinterpersonal skills
