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Client Experience Leader

7 days ago

Davao City, Davao, Philippines Fpsinc Full time

Job Description

The ideal candidate for this role will have a proven track record of driving business growth and improving customer satisfaction. As a Delivery Center Head, you will be responsible for overseeing the delivery of high-quality services to our clients.

Main Responsibilities:

  • Manage 5-7 team members. Oversee operational key metrics, attrition, management development, and create a high-performing team.
  • Provide business updates with clients on a weekly/monthly basis. Drive new initiatives to improve performance, coordinate and drive case studies to address risk and improve current processes.
  • Responsible for managing call center operations activities, including day-to-day operations, training, and quality for one or more accounts/programs.
  • Establish policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy.

Key Qualifications:

  • Minimum 2 years experience as an Operations Manager.
  • Worked in a BPO/call center setup for a minimum of 5 years.
  • Solid experience in scaling an operation over time, which includes recruitment & change management processes.
  • Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach.
  • Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable).
  • Strong leadership and people management skills.