Customer Service Operations Manager

5C Virtual Assistance is hiring an experienced Customer Service Operations Manager to lead a team of remote call center agents supporting franchises of a well-known pet grooming brand in the US. This is a full-time remote role on an Eastern Time schedule.
We’re looking for someone friendly, energetic, and professional who is confident speaking with both clients and agents. You know how to lead people, give constructive feedback, keep customer service standards high, and keep a remote team accountable and motivated.
What you’ll do
• Manage and supervise remote call center agents
• Train and onboard new agents on call handling procedures and customer service standards
• Monitor and audit calls for quality and professionalism
• Coach agents and give feedback to improve performance
• Track agent productivity, attendance, and overall performance
• Handle escalated customer and client concerns
• Communicate directly with clients and business owners
• Run regular team meetings and performance reviews
• Make sure agents follow established SOPs and processes
• Spot performance issues and recommend improvements
• Maintain a positive, professional, and accountable team environment
What we’re looking for
• Previous experience as a Call Center Supervisor, Team Leader, or Manager
• Strong customer service background
• Experience training, coaching, and managing remote teams
• Excellent spoken and written English
• Friendly, energetic, and professional communication style
• Strong comprehension and confidence when speaking with US-based clients
• Experience with call monitoring, quality assurance, and performance evaluation
• Strong organizational and problem-solving skills
• Proactive, dependable, and comfortable working independently
• Available 40 hours per week aligned with Eastern Time (ET)
Details
• Rate: ₱95,000.00 per month
• Hours: Full-time, 40 hours per week
• Schedule: Eastern Time (ET)

Work arrangement
Yes