Senior Manager, Customer Experience
3 weeks ago
Overview ibex National Capital Region, Philippines Senior Manager, Customer Experience Responsibilities Responsible for being the client single point of contact, managing client interactions and strategic partnership for the whole organization for the program Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments Identify ongoing opportunities for the program across the entire employee life cycle Ensure consistency on critical KPI (QA, VOC, CX, AHT, RCR) delivery across all sites Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities on both agents and processes Represent BI team at all client Weekly, Monthly and Quarterly performance reviews and when possible, site visits Partner with operations to identify and address opportunities for growth in key metrics, compliance to processes and coaching, and business drivers Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency Work with the Instructional Design Team to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies Partner with training on tracking performance of new hire metrics and provide feedback to the sites on areas of opportunity Partner with training to identify and address tenured agent training needs and aid in module design/revision Contribute to the assessment, analysis, planning, and delivery of client QA initiatives Share and implement performance best practices initiatives between all the LOBs and sites Collect and provide process, system, digital opportunity improvement feedback to the client rooted in critical data control strategies Analyze weekly VOC/CSAT and follow up with the sites on action plans Position Requirements Preferably, developing interest in Director role, prior experience or equivalent Experience in handling multiple accounts/programs, different LOBs supporting various diverse industries Experience in managing both onsite and remote teams in different sites and geos Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction Ability to deliver cost-effective value-add through the efficient utilization of resources Strong Excel/SPSS and PowerPoint skills with ability to weave a story behind large data sets Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and related practices Regularly interacts with senior level executives both internal and external, local and international Has done both start-up implementation as well as re-design/alignment Has done skills transfer/personnel development and process improvement projects Excellent communication (written/oral) and very good presentation skills Must be proactive, a critical thinker, a team-player and have a positive attitude Willing to work on shifting schedules Hybrid setup Willing to be tagged in any Manila sites Seniority level Mid-Senior level Employment type Full-time Job function Business Development and Customer Service Industries: Outsourcing and Offshoring Consulting #J-18808-Ljbffr
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IT Manager
1 week ago
, Metro Manila, Philippines Compass Experience Labs Full timeMEET COMPASSWe partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you...
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Sr. Finance Manager
3 weeks ago
, Metro Manila, Philippines Compass Experience Labs Full timeOverview We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy...
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IT Specialist
3 weeks ago
, Metro Manila, Philippines Compass Experience Labs Full timeOverview MEET COMPASSWe partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eCommerce industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more!...
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Customer Experience Officer
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, Metro Manila, Philippines Thunes Full timeOverview Join to apply for the Customer Experience Officer role at Thunes . About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile...
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Sr. HR Manager
1 week ago
, Metro Manila, Philippines Compass Experience Labs Full timeOverview We have an immediate need for an HR professional to join our growing team. This role will assist in all areas of HR management and development. Compass partners with businesses to determine needs and provide customized customer care solutions. Our mission as a boutique customer contact center is to consistently deliver experiences that enhance...
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WFM Planning Analyst- PH
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, Metro Manila, Philippines Compass Experience Labs Full timeOverview MEET COMPASS We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass...
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Customer Service Manager
2 weeks ago
Manila, National Capital Region, Philippines Chase- Candidate Experience page Full time ₱1,200,000 - ₱2,400,000 per yearJoin our dynamic team at Wealth Management and be at the forefront of delivering exceptional customer service. Unlock your potential and make a significant impact by helping our clients navigate their financial journey with confidence.As a Customer Service Manager (Individual Contributor) in Wealth Management, you will be the primary point of contact for our...
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Technical Account Manager, Customer Experience
3 weeks ago
, Metro Manila, Philippines NiCE Full timeTechnical Account Manager, Customer Experience NiCE National Capital Region, Philippines Overview This is a full-time, on-site role based in the National Capital Region, Philippines, for a Technical Account Manager, Customer Experience. The Technical Account Manager will be responsible for providing technical support and account management for customers...
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Customer Experience Specialist
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, Metro Manila, Philippines Isentia Full timeCustomer Experience Specialist – Isentia Job Purpose The Customer Experience Specialist works as part of the broader Customer Success Team tasked with providing best in class service to our clients. The primary focus is providing Admin Support to the UK based Customer Success team, including investigating issues, resolving client queries, CRM data entry,...
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Customer Experience Specialist
3 weeks ago
, Metro Manila, Philippines Guesty Full timeOverview Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb,...
