Printing Manager

About This Role

The Printing Manager serves as the most experienced team member and the primary liaison between onshore leadership and the Philippines-based support team. This role provides strategic and hands-on leadership to ensure consistent delivery of high-quality customer support services, overseeing daily operations and workforce coverage. The manager tracks performance, identifies operational gaps, and leads process optimization initiatives, while also owning onboarding, training, and certification of new hires.

Responsibilities

• Serve as the most experienced team member and the primary liaison between onshore leadership and the Philippines-based support team
• Provide strategic and hands-on leadership, ensuring consistent delivery of high-quality customer support services
• Oversee daily customer support operations, workforce coverage, and queue management to meet service-level targets
• Conduct regular one-on-one performance reviews, coaching sessions, and career development discussions
• Establish, monitor, and enforce KPIs, SLAs, and quality standards across all support channels
• Screen calls, monitor chats, emails, and tickets to ensure quality, compliance, and professionalism
• Perform quality assurance audits and provide structured feedback and coaching plans
• Develop and implement performance improvement plans (PIPs) and corrective actions when required
• Maintain team engagement, morale, motivation, and a culture of accountability and continuous improvement
• Track, analyze, and deliver detailed performance reports, insights, and trend analysis to leadership
• Identify operational gaps, process inefficiencies, and recurring customer issues; propose and implement solutions
• Lead process optimization initiatives to improve resolution times, customer satisfaction, and team efficiency
• Collaborate with cross-functional teams (operations, product, engineering, training, and QA) to resolve escalations and systemic issues
• Act as the final point of escalation for complex or high-impact customer cases
• Ensure adherence to internal policies, security standards, data privacy, and compliance requirements
• Own onboarding, training, and certification of new hires and team promotions
• Create, maintain, and update SOPs, workflows, playbooks, and knowledge base documentation
• Drive consistency in tools usage, CRM documentation, and internal communication standards
• Lead training and change management efforts for new products, features, tools, and system updates
• Ensure the readiness of the team before any major launches or operational changes
• Align staffing plans, schedules, and resource allocation with forecasted volumes and business needs