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Customer Experience Leader

1 week ago

Pasig, National Capital Region, Philippines Mass Markets Full time
Lead the Way in Customer Experience
Mass Markets is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and innovation, we have established ourselves as a trusted partner in the industry.

As a high growth organization with an entrepreneurial culture, we are committed to a dynamic, fun, and collaborative work environment. As a member of our team, you will have significant responsibility and autonomy, giving you a unique opportunity to shape the direction and growth of the organization.

This role is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operations Management is accountable for the development and implementation of operational strategy that ensures performance, culture, and overarching contact center controls and processes align with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership.

Key Responsibilities:
  • Manage Sales Supervisors
  • Oversee quality, production, and hours
  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
  • Direct sales forecasting activities and set performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining competitive edge
  • Analyze and respond to changing market conditions, including competitive benchmarking
  • Analyze trends, producing statistical reports on individual performance and sales trends
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of Supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Manage all building maintenance
  • Responsible for the physical security of the building
  • Other duties and responsibilities as assigned
Requirements

The ideal candidate for this role would share and understand the high growth objectives of our team. This position requires advanced leadership, creative thinking, and dedication to people. The ability to professionally represent the company internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

Key Requirements:
  • Associate's degree and/or relevant work experience
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Understanding of call center tools and technology used to manage KPIs and SLAs
  • Effective conflict resolution skills (both customer and agent conflict)
  • Time management, planning, organizational, and multi-tasking skills
  • Ability to learn new products and systems
  • Ability to work in a professional fast-paced environment
Benefits

We believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from Mass Markets:
  • Paid Time Off: Earn PTO and paid holidays to take the time you need.
  • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars
  • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
  • Retirement Savings: Secure your future with retirement savings programs, where available.
  • Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
  • Life Insurance: Access life insurance options to safeguard your loved ones.
  • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
  • Paid Training: Learn new skills while earning a paycheck.
  • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
  • Casual Dress Code: Be comfortable while you work.
Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

All MCI Locations
  • Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
  • Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.