Job Title: Cluster Manager

Location: Onsite - Ebloc 3 Bldg, Geonzon St., Asiatown IT Park, Lahug, Cebu City

Department: Operations

Employment Type: Full-Time

Schedule: Shifting Schedule (depending on client needs)

Start Date: ASAP

We are seeking a results-driven and detail-oriented Cluster Manager to oversee the day-to-day operational functions of our organization. The ideal candidate will play a key role in optimizing processes, improving efficiency, managing cross-functional teams, and supporting strategic business initiatives to drive performance and growth.

Responsibilities

• Build, develop, and manage plans via standards and Client-specific processes. 
• Liaison with Client as needed, communicating account strategy to our internal team and driving success. 
• Monitor project launch to ensure all components are completed successfully. 
• Identify and document additional process improvement opportunities after transition closure. 
• Ensure business continuity and quality of work prior to and through transition. 
• Ensure agent performance improvement and Client recovery plans are developed and utilized. 
• Systematically identify issues with Client programs and correct. 
• Grow account volume and assist in identifying additional lines of business within Client. 
• Help develop initiatives to increase Client satisfaction and retention. 
• Escalate risks & issues to Operations and Account Managers when needed. 
• Lead and mentor team members; support employee development, engagement, and performance evaluations.
• Perform other duties as required.

• At least 3 years of leadership experience
• Strong track record of meeting operational goals and driving performance across teams
• Excellent leadership, coaching and people management skills
• Strong problem-solving, decision-making and strategic planning abilities
• Exceptional communication and management skills
• Ability to thrive in a fast-paced and dynamic work environment