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Operational Excellence Manager

1 week ago

Cebu City, Central Visayas, Philippines JobsAvenuePH Full time

JobsAvenuePH is committed to delivering exceptional customer experiences through our team of highly skilled professionals. As an Operational Excellence Manager, you will play a critical role in ensuring the highest standards of service excellence in customer interactions. If you're passionate about driving results and delivering exceptional service, we want to hear from you

About the Role
  • We are seeking a highly experienced Operational Excellence Manager to oversee the quality of customer interactions, provide feedback to agents, and collaborate with leadership to drive improvements in customer experience.
Key Responsibilities
  • Monitor inbound and outbound calls, chat, or email interactions to ensure adherence to company standards.
  • Evaluate customer interactions for accuracy, professionalism, and compliance with company policies.
  • Provide constructive feedback to agents and assist in coaching sessions.
  • Maintain and update QA scorecards and reports.
  • Identify training needs and recommend process improvements.
  • Collaborate with team leaders and trainers to enhance performance metrics.
  • Ensure compliance with company guidelines and regulatory requirements.
Requirements
  • Previous experience as an Operational Excellence Manager, Quality Assurance Representative, or similar role in a BPO or call center setting is required.
  • Strong analytical and problem-solving skills are essential.
  • Excellent communication and feedback delivery skills are necessary.
  • Proficiency in QA tools, call monitoring software, and reporting systems is required.
  • Ability to work independently and in a team-oriented environment is crucial.