Strategic Customer Service Operations Lead

1 day ago

Antipolo City, Calabarzon, Philippines beBeeOperations Full time ₱3,500,000 - ₱5,000,000
Job Title: Operations Manager

Overview:

The customer service operations manager is a pivotal role within our organization, responsible for overseeing the daily operations of a virtual contact center. This individual will lead a team of front-line supervisors and staff members to deliver exceptional customer experiences while driving operational efficiency and effectiveness.

Responsibilities:

  • Manage a team of 8-10 front-line supervisors and staff members across multiple shifts.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to achieve business objectives.
  • Lead initiatives to enhance employee engagement and retention.
  • Identify areas for process improvement and implement changes to optimize operational efficiency.
  • Develop and manage business plans to achieve strategic objectives.
  • Manage external and internal compliance risk.
  • Continuously identify opportunities to reduce service expenses and drive cost savings.
  • Act as a change leader, driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
  • Coaching direct reports to master current roles and expand their influence for more responsibility or another client role.

Requirements:

  • Bachelor's degree in Business Administration or related field.
  • 5+ years' experience managing within a contact center or call center operations management environment.
  • Proven results in leading an organization and peers through changing business and/or operations priorities.
  • Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
  • Ability to motivate, inspire, and rally a team around a common vision.
  • Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization.

Key Qualifications:

  • High School Diploma or equivalent required. Bachelor's Degree preferred.
  • 5+ years' experience managing within a Contact Center or Call Center Operations Management environment required.
  • Experience in leading multi-channel virtual operational teams.
  • Experience leading in a Customer Centric culture. Strong customer service orientation.
  • Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience.

Work Environment:

Our organization operates in a fast-paced, dynamic environment, and this role requires strong leadership and collaboration skills to thrive. If you are a strategic thinker with excellent communication and leadership skills, we encourage you to apply for this exciting opportunity.

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