Customer Experience Manager

2 weeks ago

Makati City, National Capital Region, Philippines AXA Group Full time
Job Description:

The Contact Center Operations Head plays a crucial role in overseeing the core operations of our Contact center. This includes implementing, executing, and improving all processes, policies, and procedures to meet our performance goals. In coordination with other Customer Care Managers and senior officers, responsible for creating, designing, and implementing Contact center management plans and tools. Additionally, this position involves establishing standards and BU Contact center requirements in collaboration with Business Unit heads.

This leader manages direct reports and is accountable for their performance and career development. As necessary, they serve as a back-up for other Contact center personnel and may be delegated tasks. The Contact Center Operations Head also provides overall oversight of all Contact center processes and manages the team in cases where decisions can already be reached at their level. Furthermore, they support upskilling the Contact center resources.

Critical accountabilities include ensuring meeting service levels in all Customer Care Channels (Inbound, Email, and Live Chat) for both Life and GI businesses. This involves driving Customer First value and Quality metrics such as CSAT (Customer Satisfaction), Resolution Rate, NPS, and FCR (First Contact Resolution). Working closely with the Contact Center Head and Workforce, this person optimizes work schedules and forecasts volumes to increase productivity and achieve Service Level targets.

This role requires developing and maintaining strong working relationships with support teams – Quality in building and enhancing call flow guidelines, audit forms, and Training team for skills upgrading and capability development of the team. Identifying process gaps and creating action plans or implementing initiatives or projects that reduce customer effort and increase efficiency are also key responsibilities. Managing the investigation and resolution of soft complaints to address dissatisfaction of internal and external customers is another critical aspect of this role. Regular review of processes and standards ensures meeting customers' expectations. Coaching direct reports for opportunities they can improve on and tracking their performance regularly is essential. Participating and collaborating in cross-functional projects for system and process improvement is also required. Finally, managing challenging situations with customers and distributors is a significant responsibility.

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