Description

The 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 and performance-driven team.

This role is combining operational ownership with strong people leadership and a clear focus on execution.

A. Mandate & Accountability

i. Accountable for Multilingual Support KPIs (SLA, CSAT, quality, productivity, backlog) within the assigned scope

ii. Responsible for stable and reliable 24/7 delivery across all supported languages

iii. Ownership of shift planning, scheduling, and workforce execution in alignment with site standards

iv. Owns the execution of hiring and people management processes for the multilingual organization, including candidate sourcing and pre-selection, performance management, coaching, and team development, with final decisions aligned with European leadership.

v. Accountable for operational readiness, escalation handling, and service stability

B. Key Responsibilities

1. Operational Leadership

i. Lead daily multilingual support operations with a strong focus on execution, discipline, and predictability

ii. Run structured performance routines (daily operations reviews, weekly KPI tracking, monthly deep dives)

iii. Ensure workforce planning supports quality, speed, efficiency, and customer experience across languages

iv. Actively manage performance deviations and ensure fast corrective actions

2. Customer Experience & Commercial Support

i. Ensure consistent and high-quality customer experience across all supported markets and languages

ii. Support value-based cross- and upsell activities by enabling teams to identify customer needs and recommend relevant solutions

iii. Maintain quality standards to ensure that commercial activities do not negatively impact customer trust or satisfaction

3. People Leadership & Culture

i. Build and lead a high-performing multilingual support team, including Team Leads/SMEs and Agents

ii. Set and enforce clear expectations, accountability, and professional standards

iii. Address underperformance early and consistently

iv. Act as a visible, hands-on leader with strong presence on the floor

v. Foster a culture of ownership, collaboration, and execution excellence

4. Continuous Improvement & Enablement

i. Drive continuous improvement in processes, workflows, and knowledge management

ii. Support implementation and adoption of AI-enabled tools and automation in daily operations

iii. Ensure teams are trained and equipped to deliver efficient and scalable support

5. Stakeholder Collaboration

i. Work closely with the Site Director, Heads of Competence and European Support Leaders

ii. Collaborate with QA, Training, and Enablement teams to improve performance and consistency

iii. Act as the primary operational interface for multilingual topics within Cebu

C. Leadership Profile Required

i. Proven leadership experience in BPO, Shared Services, or Contact Center environments, ideally with multilingual teams

ii. Strong operational background with experience in 24/7 service delivery and KPI management

iii. Hands-on leader with strong floor presence and team engagement

iv. High execution capability, structured, disciplined, and action-oriented

v. Strong people leadership skills with the ability to develop and scale teams

vi. Experience working in multi-market and multicultural environments

vii. European language skills (e.g., German, Dutch, Danish, Swedish) are a strong advantage

D. Success Indicators (First 6–12 Months)

1. Stable SLA and quality performance across all supported languages and shifts

2. Improved operational discipline and reduced variability in performance

3. Strong team structure with clear accountability and reduced dependency on individuals

4. Positive customer experience across multilingual markets

5. Effective adoption of tools, processes, and continuous improvement initiatives

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.

We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.