DescriptionThe 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 & Accountabilityi. Accountable for Multilingual Support KPIs (SLA, CSAT, quality, productivity, backlog) within the assigned scopeii. Responsible for stable and reliable 24/7 delivery across all supported languagesiii. Ownership of shift planning, scheduling, and workforce execution in alignment with site standardsiv. 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 stabilityB. Key Responsibilities1. Operational Leadershipi. Lead daily multilingual support operations with a strong focus on execution, discipline, and predictabilityii. 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 languagesiv. Actively manage performance deviations and ensure fast corrective actions2. Customer Experience & Commercial Supporti. Ensure consistent and high-quality customer experience across all supported markets and languagesii. Support value-based cross- and upsell activities by enabling teams to identify customer needs and recommend relevant solutionsiii. Maintain quality standards to ensure that commercial activities do not negatively impact customer trust or satisfaction3. People Leadership & Culturei. Build and lead a high-performing multilingual support team, including Team Leads/SMEs and Agentsii. Set and enforce clear expectations, accountability, and professional standardsiii. Address underperformance early and consistentlyiv. Act as a visible, hands-on leader with strong presence on the floorv. Foster a culture of ownership, collaboration, and execution excellence4. Continuous Improvement & Enablementi. Drive continuous improvement in processes, workflows, and knowledge managementii. Support implementation and adoption of AI-enabled tools and automation in daily operationsiii. Ensure teams are trained and equipped to deliver efficient and scalable support5. Stakeholder Collaborationi. Work closely with the Site Director, Heads of Competence and European Support Leadersii. Collaborate with QA, Training, and Enablement teams to improve performance and consistencyiii. Act as the primary operational interface for multilingual topics within CebuC. Leadership Profile Requiredi. Proven leadership experience in BPO, Shared Services, or Contact Center environments, ideally with multilingual teamsii. Strong operational background with experience in 24/7 service delivery and KPI managementiii. Hands-on leader with strong floor presence and team engagementiv. High execution capability, structured, disciplined, and action-orientedv. Strong people leadership skills with the ability to develop and scale teamsvi. Experience working in multi-market and multicultural environmentsvii. European language skills (e.g., German, Dutch, Danish, Swedish) are a strong advantageD. Success Indicators (First 6-12 Months)Stable SLA and quality performance across all supported languages and shiftsImproved operational discipline and reduced variability in performanceStrong team structure with clear accountability and reduced dependency on individualsPositive customer experience across multilingual marketsEffective adoption of tools, processes, and continuous improvement initiativesWe 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.
