Customer Service Lead

2 weeks ago

Manila, National Capital Region, Philippines enablesGROUP Full time

enablesGROUP started with a simple premise that all clients, large or small, deserve a trusted, high-quality partner to deliver their operations and outsourcing services. We commenced operations in September 2016 and have grown today to a team of over 400.

enablesGROUP to have roles across many functions including Finance, Digital, Operations, and Customer Service.

We are passionate about our team development and adding value to our clients and this internal role driving our various Customer Service Teams is a vital part of career development, learning and development, Quality Assurance, and Driving excellence. We offer global services but many of our clients are Australian companies which is where our business originated.

JOB DETAIL

Requirement:

  • Metrics Accountability
    • Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, and Recontact Rate.
    • Work with direct reports to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
  • Quality Management
    • Monitors/Audits assigned staff activities to ensure quality standards are met
    • Attends calibration and operational team meetings as appropriate to ensure understanding of client and operations needs
    • Ensure compliance: with key initiatives, tracking complaints, reporting on status, and managing projects that result in identified issues being prevented or mitigated for future customers.
    • Creates Quality improvement plans
    • Knowledgeable in managing QA metrics.
  • Employee Engagement
    • Ensure employee happiness by working with assigned staff to create strong connections with the whole team and utilize effective communication
    • Keep a regular and open line of communication with assigned staff to support and influence as needed.
  • Performance Updates:
    • Weekly/Monthly/Quarterly/Yearly Business reviews
    • Townhalls/FGDs
    • Regular 1:1 Team meetings/Coaching/Counselling/Mentorship sessions

RESPONSIBILITIES

  • Driven Leader who can manage different programs;
  • Communicates, implements, and interprets quality policies and procedures
  • Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction
  • Consolidates and creates reports and analytics for various stakeholders
  • Develops measures to analyze and improve overall efficiency
  • Work hand in hand with Operations Directors to operate the site effectively according to the company's vision and mission; To improve organization effectiveness by showing exemplary leadership and maintaining the organization's core values.
  • Good knowledge and understanding of the program/s assigned. Proactively communicates any risks or challenges meeting goals and recommends solutions to ensure successful operations.
  • Assess the company's performance to improve effectiveness, efficiency, and profitability through the implementation of effective methods and strategies
  • Learn or help to create the procedure and the specification to follow for site management or operation management for execution of projects in the organization for successful implementation
  • Must be able to delegate tasks in such a way that the higher priority tasks are completed in a timely manner
  • Stakeholder management - Able to work between the internal team and external (Clients) as needed, for the overall success of the organization
  • Management Training - Mentor the support members in operations management and skills needed to be able to develop their agents and be successful in their role
  • Raises concerns and help needed to management in a timely fashion. Able to resolve conflicting issues in operations

EXPERIENCE AND SKILLS

  • Minimum · Experienced in leading multiple programs and leadership roles minimum of 5 Years or similar experience
  • Call Center/Customer Service/Quality/Training background preferred · Skilled in using Microsoft Applications
  • Knowledgeable in Operational Management and Organizational Effectiveness
  • Adequate knowledge of forecasting, metrics, and KPIs
  • Ability to learn new software quickly
  • Ability to identify challenges, and underlying issues and make recommendations for process improvement
  • Proficient in critical thinking skills, and conflict resolution
  • Desire for career advancement and growth within the organization, while maintaining commitment to the vision and core values
  • Attention to detail and excellent organizational skills

Preferred

  • Ability to manage and implement multiple projects using project management tools/skills
  • Demonstrate leadership experience and the ability to proactively resolve issues and develop employees
  • Exemplary communication and interpersonal skills
  • Experience in utilizing quality tools and systems to identify performance gaps, develop useful reports, and analyze results to determine corrective action and increase performance
  • Experience with Zendesk, Gorgias, HubSpot, Confluence, Jira, Zoho Desk
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an Operations Lead?

How would you rate your English language skills?

How many years' experience do you have working in an agile environment?

How many years' experience do you have in the BPO industry?

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