Operations Excellence Specialist

4 days ago


Surigao City, Caraga, Philippines Genpact Full time

Job Description

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We're looking for a talented and results-driven Customer Experience Manager to join our team. In this role, you will be responsible for overseeing the performance of a team of customer service representatives, ensuring that service levels and operational goals are met.

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About the Role

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This is a full-time position that involves handling various tasks such as managing floor coverage, providing support and coaching to team members, administering day-to-day schedules and attendance, and reporting on team performance.

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Main Responsibilities

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  1. Oversee Team Performance: Oversee the performance of a team of customer service representatives, ensuring that service levels and operational goals are met.
  2. Provide Support and Coaching: Provide support and coaching to team members to help them improve their skills and meet performance expectations.
  3. Manage Schedules and Attendance: Administer day-to-day schedules and attendance for the team and report on team performance.
  4. Develop Team Members: Help develop agents to be self-sufficient by helping them find answers themselves.
  5. Coaching and Development: Perform weekly/random trending based coaching/monitoring/tracking to manage team members' performance, coaching needs analysis, and provide non-critical quality feedback (Call Quality exposure).
  6. Foster Collaboration: Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.).
  7. Career Growth Opportunities: Look for ways to improve/develop your team performance, identify and address performance and developmental opportunities, and promote and drive performance blitzes & contests.

Key Skills and Qualifications

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  • Leadership and Team Management: Proven leadership and team management skills.
  • Data Analysis and Performance Management: Proficiency in data analysis and performance management tools.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills.
  • Initiative and Problem-Solving: High on initiative and able to drive them independently, look for ways to improve/develop your team performance, and able to work under minimal supervision.


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