Executive Customer Experience Manager

7 hours ago

Bacoor, Calabarzon, Philippines beBeeOperational Full time ₱2,000,000 - ₱2,500,000
Job Description

We are seeking a seasoned Operations Director to lead our team in delivering exceptional customer experiences. As an Operations Director, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that we meet and exceed our service level agreements.


Key Qualifications
  • Bachelor's Degree in Business Administration or related field required.
  • Minimum 5 years' experience managing within a Contact Center or Call Center Operations Management environment.
  • Proven track record of improving operational efficiency while enhancing the customer experience.

Duties & Responsibilities:

The Operations Director will be responsible for leading a team of Front Line Supervisors and Staff, with a span of control of over 100 employees across multiple shifts. Key responsibilities include:

  • Directing the overall service-related activities for the team's customer service function.
  • Supporting the company's customer experience and operations strategies.
  • Leading people initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development.
  • Interfaces with other service functions and business units accordingly.
  • Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.

Benefits:
  • A competitive salary and benefits package.
  • Ongoing professional development opportunities.
  • A collaborative and dynamic work environment.

What We Offer:
  • An opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
  • A fast-paced and dynamic work environment where no two days are ever the same.
  • The chance to make a real impact on the business and drive lasting change.

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