Operations Manager

1 day ago

San Juan, National Capital Region, Philippines beBeeCustomer Full time ₱6,000,000 - ₱8,000,000

Job Title: Customer Experience Leader

Overview of the Role

This is a leadership opportunity to drive business results by leveraging a customer-centric approach. As a Customer Experience Leader, you will be responsible for managing a virtual team that provides exceptional service to customers across multiple channels.

Key Responsibilities:
  • Lead a high-performing team of 8-10 front-line supervisors and staff members, ensuring they have the necessary skills and resources to deliver excellent customer experiences.
  • Develop and implement strategies to improve operational efficiency, enhance customer satisfaction, and drive business growth.
  • Collaborate with cross-functional teams to identify and capitalize on opportunities for process improvement and innovation.
  • Analyze data to inform decisions and measure the effectiveness of initiatives.
  • Identify and mitigate risks to ensure compliance with regulatory requirements and company policies.
  • Stay up-to-date with industry trends and best practices to continuously improve the team's performance and competitiveness.
  • Develop and manage budgets to achieve business objectives.
  • Mentor and coach direct reports to help them grow professionally and personally.
Requirements:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • At least 5 years of experience in a leadership role within a contact center or call center environment.
  • Proven track record of improving customer satisfaction, reducing churn rates, and driving revenue growth.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Able to work in a fast-paced environment and adapt to changing priorities.
  • Familiarity with metrics such as Net Promoter Score (NPS) and customer effort score (CES).

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