Customer Experience Manager

2 weeks ago

Pasay, National Capital Region, Philippines Conduent Full time ₱500,000 - ₱1,500,000 per year

Qualifications:

  • Completed a bachelor's degree
  • At least 3 to 5 years of managerial or team management experience handling in a BPO/Customer Service environment.
  • Ability to confidently facilitate team discussions and communicate business messages. Experience communicating with and presenting information to internal and external customers.
  • Must have strong organizational skills.
  • Can work onsite in MOA Complex, Pasay City.

Job Track Description:

  • Requires broad technical expertise and company/industry knowledge.
  • Accountable for program management functions.
  • Assists others in achieving goals.
  • Manages performance appraisals and pay reviews.
  • Manages training for 3 or more employees.
  • Manages hiring and termination actions.
  • Requires broad technical expertise and company/industry knowledge.
  • Is accountable for program management functions.

General Profile

  • Accountable for team performance and results.
  • Manages professional employees and/or supervisors.
  • Adapts plans and priorities based on resource and operational challenges.
  • Acts based on policies, and procedures.
  • Receives guidance from managers.
  • Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

  • Understands and applies concepts in the field of expertise.
  • Has growing knowledge of other disciplines.

Business Expertise

  • Translates strategy and priorities into work product.

Impact

  • Positively impacts the level of service.
  • Impacts the team's ability to meet quality, volume, and timeline targets.
  • Guides based on policies, resource requirements, budgets, and business plans.

Leadership

  • Builds team engagement to meet service and operational challenges.
  • Provides recommendations for OT, operational expenses, and rollup data.

Problem-Solving

  • Resolves technical, operational, and organizational problems.
  • May take part in solving problems across a matrix.

Interpersonal Skills

  • Guides and influences internal and external customers, or agencies.

Responsibility Statements

  • Leads day-to-day functions and activities across departments, including people management and operational subjects.
  • Assists in business unit performance driving SLAs and adherence to business unit metrics.
  • Drives innovation and efficiencies of business opportunities, applying process improvements, and new systems.
  • Helps manage employee teams through coaching and development
  • Addresses people matters and identifies development opportunities.
  • Day-to-day operations client contact to resolve systems issues.
  • Provides feedback to clients on quality and workload issues.
  • Generates reports on performance measurement and KPIs to facilitate business decisions.
  • Responsible for compliance with organizational policies and local regulations.
  • Responsible for keeping the business continuity plan (BCP) updated and executed.
  • Performs other duties as assigned.
  • Complies with all policies, procedures, and standards.

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