Service Excellence Leader

3 days ago

Pasig, National Capital Region, Philippines beBeeInfluencer Full time ₱6,500,000 - ₱9,000,000
Job Description

The Operations Manager plays a critical role in delivering high-quality customer service experiences. This involves leading, directing, and making decisions in a fast-paced front-line client service environment.

Key Responsibilities
  • Execute management operating system requirements for forecasting, planning, follow-up reporting, and evaluation.
  • Communicate effectively to ensure consistent experience for representatives and members.
  • Manage team performance daily to attain and maintain service and quality objectives.
  • Analyze metrics and ensure Supervisors take timely action.
  • Deliver on key performance metrics virtually.
  • Ensure staff have the knowledge, training, experience, tools, and technology needed to achieve business results.
  • Provide leadership, coaching, and mentoring to Supervisors.
  • Foster a work environment that values people and encourages participation, creativity, learning, and accountability.
Required Skills and Qualifications
  • Proven client service skills.
  • Results-oriented with proven leadership capability.
  • Ability to influence change through positive motivation.
  • Strong coaching, leading, and performance management skills.
  • Able to build sustainable processes and identify continuous improvement opportunities.
Preferred Assets
  • Understanding of Six Sigma and/or Lean environment.
  • Experience in leading client experience-based processes on CSAT and NPS.
  • Highly skilled with MS Excel/Word and PowerPoint.

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