Client Experience Director

5 days ago

Manila, National Capital Region, Philippines beBeePerformance Full time ₱800,000 - ₱1,000,000
Job Overview

Summary: The Operations Manager plays a key role in leading high-volume client service teams to deliver exceptional customer experiences. They oversee the daily performance of Client Care Representatives, focusing on meeting quality and service targets.


Key Responsibilities
  • Develop and implement effective management strategies for forecasting, planning, follow-up reporting, and evaluation
  • Foster open communication channels to ensure consistency in the representative experience
  • Monitor team performance regularly to guarantee attainment of service and quality objectives
  • Analyze metrics to inform timely action by Supervisors
  • Drive key performance metrics through strategic initiatives

Leadership Expectations
  • Provide coaching and mentoring to Supervisors to enhance their competencies and position them for success
  • Champion the coaching model and cultivate a work environment that values employee growth, creativity, and accountability
  • Collaborate with other departments to promote knowledge exchange and understanding between business units

Qualifications and Competencies Required
  • Proven client-facing skills and strong leadership abilities
  • Results-driven professional with expertise in coaching, leading, and performance management
  • Effective influencer with ability to motivate positive change

Desirable Qualities
  • Experience in Six Sigma and/or Lean methodologies
  • Background in leading client experience-based processes and driving CSAT and NPS improvements
  • Advanced MS Excel, Word, and PowerPoint skills

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