Customer Service Operations Specialist

7 days ago


Manila, National Capital Region, Philippines CEMEX Philippines Full time

Job Summary: Support operational excellence by overseeing complaints, workforce planning, and policy compliance, enhancing service quality and efficiency through strategic reporting and continuous improvement initiatives.

This role supports the Service Center Manager and Operations Supervisors driving operational excellence by overseeing complaints, workforce planning, and policy compliance. It emphasizes enhancing service quality and efficiency through strategic reporting and continuous improvement initiatives.

Main Responsibilities:

  • Manage complaints, collaborating with action owners as needed, and prepare and present complaints reports.
  • Perform workforce planning, scheduling, and resource allocation to enhance productivity and efficiency.
  • Create reports and analyses based on KPIs, including complaints, and provide actionable insights to stakeholders.
  • Maintain and enforce Service Center procedures and policies to ensure compliance and consistency.
  • Lead and support projects to enhance operational processes, boost efficiency, and achieve cost savings.
  • Assist with handling and supporting other related tasks in Service Center Operations.

Requirements:

  • Bachelor's degree in Business Administration or related courses.
  • 3-4 years of experience in Operations Excellence support.
  • Strong communication skills with proficiency in English.
  • Excellent problem-solving and analytical abilities.
  • Experience in workforce management, insights reporting, and presentations.
  • Proficient in creating and editing Power BI dashboards.
  • Flexibility to adapt to changes in work policies.

CEMEX is a leading vertically integrated heavy building materials company focused on four core businesses—Cement, Ready-Mix Concrete, Aggregates, and Urbanization Solutions. We are strategically positioned across the Americas, the Caribbean, Europe, Africa, the Middle-East and Asia.

We believe that good ideas come from many places. We know that the diversity of our workforce enriches our whole company. We're constantly looking for talented people who are committed to continuous improvement and who are passionate about finding sustainable and innovative solutions to any challenge, big or small.

We value diversity and inclusion. All applicants will be evaluated fairly without regard to their race, sexual orientation, religion, national origin, gender identity, culture, and disability.



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