Customer Service Center for Excellence Lead

4 weeks ago

Taguig, Philippines micro1 Full time

Overview

Job Title: Customer Service Center for Excellence Lead - BGC, Taguig (100% Onsite)

Job Type: Full-Time

Location: On-site, BGC, Taguig, Metro Manila, Philippines

Responsibilities
  • Collaborate with Solutions Design team during pre-transition phases, providing support for RFP responses, SoW reviews, and due diligence activities.
  • Develop and recommend optimized “to-be” processes and frameworks for new client transitions, including input on SLA/KPI structures.
  • Spearhead hiring, knowledge transfer, and comprehensive training initiatives to ensure seamless onboarding and operational readiness.
  • Support ramp-up activities, including ServiceNow dashboard development and go-live assistance.
  • Establish and maintain governance, training plans, and robust reporting structures for ongoing operations.
  • Liaise with Workforce Management and the BEC team to finalize requirements and scheduling.
  • Manage client escalations, analyze performance metrics, and implement continuous improvement strategies to ensure best-in-class service delivery.
Required Skills and Qualifications
  • Minimum 5 years of BPO customer service experience, with a proven track record in process and service delivery excellence
  • At least 4 years of leadership experience managing customer service teams in a fast-paced environment
  • Demonstrated ability to communicate effectively, both in writing and verbally, with internal and external stakeholders
  • Bachelor’s degree from any field
  • Deep understanding of SLA/KPI frameworks and governance models
  • Willingness to work in shifting schedules and 100% onsite in BGC, Taguig
  • Immediate availability to join our team
Preferred Qualifications
  • Experience supporting multiple programs across delivery centers
  • Proficiency in ServiceNow and advanced data reporting tools
  • Background in process transformation within the BPO sector
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