Customer Experience Manager

7 days ago

Pasig, National Capital Region, Philippines NTT Business Process Outsourcing Full time

At NTT Business Process Outsourcing, we're dedicated to delivering exceptional customer experiences. As a Site Director, Call Center Operations, you'll play a vital role in overseeing the day-to-day operations of our contact center. Your primary responsibility will be to manage the operating systems, including policies and procedures, organizational structure, and information flow.

The ideal candidate will have extensive experience managing contact center operations, with a proven track record of success in managing large teams and complex processes. A degree or diploma in Business Administration or a related field is required, providing a solid foundation in business principles and practices.

This leadership role requires strong analytical abilities to assess situations, identify problems, and develop effective solutions. You'll need to be flexible and resilient in adapting to changing circumstances and new challenges in a fast-paced setting.

Key responsibilities include:

  • Overseeing the implementation and continuous maintenance of programs within the contact center.
  • Directing the development of service policies within the contact center, ensuring alignment with overall business strategies.
  • Ensuring compliance with contractual service standards and developing and implementing efficiency initiatives to reduce sales costs and enhance service quality within the contact center.

We're committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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