Senior Manager-Customer Care Voice-Inbound

2 days ago

Philippines EXL Service Full time ₱1,500,000 - ₱2,500,000 per year

Job Description: Support and track the delivery of performance aligned with client expectations

  • Lead a team with of Managers, and Supervisors in day-to-day functions, including directing, planning, supervising

and evaluating the work for assigned staff. Coordinates workflow to achieve the volume expected to meet

operational requirements.

  • Plan and lead the execution of employee engagement, rewards and recognition to help drive performance and

mitigate attrition.

  • Develop staff by assessing leadership competencies and promote training and career planning, coaches

employees for career development. Provides inputs into hiring decisions.

  • Monitor performance of each business unit according to established standards. Provides performance feedback;

prepares fair, accurate, thorough performance reviews.

  • Accountable for meeting business goals and coordinates with other units to ensure alignment of processes to

minimize revenue loss.

  • Develops relationships and communicates issues of importance within the department and/or business unit.

  • Recognize and recommend operational improvement.

  • Use appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility

while handling special projects.

  • Monitor and ensure compliance with department, business unit, and regulatory company standards and

practices.

  • Identify internal and external resources to achieve established business goals within specified parameters;

manages expenses in compliance with financial practices and standards.

Responsibilities: Data Analysis and Reporting:

Analyze and interpret complex data sets to provide insightful reports for management.

Generate regular and ad-hoc reports as per organizational requirements.

Ensure data accuracy and integrity in all reports.

Database Management:

Maintain and update databases, ensuring data consistency and completeness.

Regularly review and cleanse databases to eliminate errors and discrepancies.

System Integration

Collaborate with IT teams to integrate MIS with existing systems for seamless data flow.

Troubleshoot and resolve any system-related issues affecting data accuracy.

Process Improvement:

Identify opportunities for process improvement in data collection, analysis, and reporting.

Implement changes to enhance efficiency and effectiveness of MIS operations.

Communication:

Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.

Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.

Training and Support:

Provide training and support to end-users on MIS tools and systems.

Address user queries and ensure a smooth user experience.

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