Senior Manager, Customer Experience
1 day 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
3 weeks 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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Senior Supervisor, Customer Experience
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, Metro Manila, Philippines Conduent Full timeJoin to apply for the Senior Supervisor, Customer Experience role at Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to...
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Sr. Finance Manager
3 days 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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Sr. IT Operations Manager
3 weeks ago
, 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. Many companies view customer care as merely a cost center, but we believe it offers much more! If you...
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, Metro Manila, Philippines Buscojobs Full timeJob Postings Overview Location: Taguig, Makati, Makati City, Alabang, Makati, Muntinlupa – National Capital Region (various postings) Posted: today or 20 days ago (per posting) Company: Ingram Micro; SetSchedule; M and J Recruitment Firm; CEMEX; Confidential postings Note: This description consolidates multiple similar customer support roles listed in the...
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Sr. Operations Manager
3 weeks ago
, 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. Many companies view customer care as merely a cost center, but we believe it offers much more! If you...
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Sr. IT Operations Manager
3 weeks ago
, Metro Manila, Philippines Compass Experience Labs Full timeOverview Senior IT Operations Manager role within a BPO environment. This role leads and oversees multiple IT/tech service delivery programs to ensure high-quality, efficient, and cost-effective operations that meet client expectations and contractual obligations across IT verticals including helpdesk, technical support, infrastructure services, and software...
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Senior Customer Success Manager
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, Metro Manila, Philippines Genesys Full timeJoin to apply for the Senior Customer Success Manager role at Genesys . Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic,...
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IT Specialist
3 days 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
1 day ago
, 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...
