Operations Excellence Manager

7 hours ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeOperations Full time ₱800,000 - ₱1,000,000
Job Title: Operations Excellence Manager

We are seeking a seasoned professional to join our team as an Operations Excellence Manager. This role is responsible for evaluating client support projects and administrative duties to identify areas for improvement and offering actionable suggestions.

Your expertise will contribute significantly to improving the customer experience, boosting agent efficiency, and maintaining company standards within Operations.

  • Evaluate customer interactions via multiple channels to ensure service excellence and alignment with company policies and procedures.
  • Review the back office team's handling of underwriting and credit dispute tasks to assess the quality of handling and adherence to company policies and procedures.
  • Analyze agent performance to identify trends, patterns, and areas for improvement. Provide recommendations to enhance overall customer satisfaction and team efficiency.
  • Deliver constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities for the team.
  • Support in establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Compile and report on team performance trends.
  • Work closely with the customer support and back office teams, training and documentation, and leadership to implement quality improvement initiatives.
Requirements
  • Minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication abilities, encompassing both written and spoken, to engage with agents and management.
  • Familiarity with QA and CRM tools and reporting software.
  • Problem-solving approach to help address challenges and make improvements.
  • Ability to collaborate with various functions to support Operations' quality and customer satisfaction goals.

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