Director of Customer Experience

4 days ago


Quezon City, National Capital Region, Philippines Intelassist Full time

About the Role:

The Director of Customer Experience will play a critical role in driving our customer-centric approach at Intelassist. This individual will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty.

Key Accountabilities:

  1. Formulate operational strategies to ensure attainment of profitability objectives.
  2. Stay updated on the latest contact center technologies and implement new solutions to optimize operations and improve agent productivity.
  3. Drive strategies to champion excellent customer experience.
  4. Identify and mitigate potential risks to operations, including system outages, data breaches, and Agent/Representative/Associate burnout as part of Business Continuity.
  5. Communicate effectively and build strong relationships with all stakeholders, across all levels, and all departments, to ensure alignment and collaboration.

Qualifications:

  • Candidate must possess at least a Bachelor's/College Degree in any field.
  • Intermediate to advanced expertise in Microsoft Excel is required.
  • Strong sales and customer service domain experience and excellent people management skills.
  • Related experience working as a BPO Operations Director for a minimum of 5 years.
  • Experience in team management and performance management.
  • Strong decision-making and problem-solving skills.
  • Must have excellent verbal and written English communication skills.
  • Strong organizational skills.
  • High level of integrity and honesty.
  • Optimism, calmness, and flexibility.


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