Client Success Manager - Outbound | Philippines

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Client Success Manager to join our team in the Philippines.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

We are looking for a Client Success Manager with a solid background in overseeing high-volume outbound call operations. The ideal candidate will bring hands-on experience in managing large teams, optimizing processes, and ensuring the highest level of operational efficiency in a fast-paced, high-pressure environment. 

As a Client Success Manager, you will play a critical role in driving the performance of our outbound call center, ensuring that team objectives are met while maintaining the highest standards of service quality.

Key Responsibilities:

Operational Strategy & Execution:

• Develop, implement, and manage outbound calling strategies to meet company goals, including sales, lead generation, and customer engagement targets. 
• Oversee the day-to-day operations of the outbound call center, ensuring smooth processes, optimal staffing levels, and timely execution of campaigns. 
• Continuously evaluate and refine operational processes to improve efficiency, reduce costs, and increase call center productivity. 

Team Leadership & Development: 

• Lead, mentor, and manage team leaders, supervisors, and agents to ensure high performance and a strong customer service culture. 
• Monitor team performance, provide regular coaching, and develop training programs to enhance skills and support ongoing professional development. 
• Ensure effective communication across teams, fostering a collaborative, results-oriented environment that drives success. 

Performance Monitoring & Reporting: 

• Develop and track key performance indicators (KPIs) to measure success, including call volume, conversion rates, quality scores, and customer satisfaction metrics. 
• Analyze operational performance data and prepare regular reports for senior management, identifying trends, challenges, and areas for improvement. 
• Implement action plans to address performance gaps, ensuring continuous improvement in team and operational efficiency. 

Quality Assurance & Compliance: 

• Ensure compliance with company policies, industry regulations, and best practices for outbound calling. 
• Oversee quality control measures, including call monitoring, audits, and performance assessments, to ensure that all calls meet service quality standards. 
• Manage customer feedback systems to identify areas of improvement and develop strategies to address customer concerns promptly. 

Process Optimization & Technology Integration: 

• Leverage technology and tools, including CRM systems, dialers, and reporting software, to optimize call center performance and improve operational workflows. 
• Drive process improvements by analyzing existing workflows, identifying inefficiencies, and implementing best practices to streamline operations and reduce bottlenecks. 
• Stay current on industry trends and technologies to continuously improve the outbound calling operations. 

Budget & Resource Management: 

• Oversee the budget for outbound call operations, ensuring the cost-effective use of resources while maintaining high standards of service and performance. 
• Manage staffing levels to ensure appropriate coverage for high-volume periods, including hiring, training, and performance management of team members. 

Cross-Department Collaboration: 

• Work closely with other departments such as marketing, sales, and IT to ensure seamless execution of outbound campaigns, alignment of strategies, and optimal resource allocation. 
• Support strategic decision-making by providing data-driven insights and recommendations to senior leadership.

Experience:

• Minimum 5+ years of experience in managing high-volume outbound call operations, with a proven track record of success in driving performance and improving operational efficiency. 
• At least 3 years of experience in a managerial or leadership role, overseeing a large team of call center agents or managers. 
• Strong background in call center technology and systems (CRM platforms, dialers, performance reporting tools, etc.). 

Skills: 

• Exceptional leadership and people management skills, with the ability to motivate, coach, and manage a diverse team. 
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance improvement. 
• Ability to manage multiple priorities in a fast-paced, high-pressure environment while maintaining attention to detail. 
• Advanced communication and interpersonal skills, both written and verbal, with the ability to interact effectively with all levels of staff and senior leadership. 

Additional Requirements: 

• Available to start immediately (preferred).
• Proficiency in outbound call center operations, including knowledge of best practices for managing high call volumes, lead generation, and appointment setting. 
• In-depth understanding of key performance indicators (KPIs) and how to use data to drive performance improvements. 
• Ability to analyze complex data, generate actionable insights, and drive continuous improvement across the organization.