Client Service Desk Lead — Data-Driven CX & Ops Improvement

Recruitify_HR; Taguig; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading financial services firm in Taguig is seeking a CSD Manager to lead service delivery and operational excellence. The ideal candidate will manage performance targets, improve Contact Centre processes, and collaborate with various teams to achieve business goals. Expertise in client interactions and data analysis is crucial. This role also requires a Bachelor's degree and 5-10 years of relevant experience. The company offers a competitive environment with various employee recognition and wellness programs.

Qualifications

• 5-10 years of experience in a relevant field.
• Proven expertise in survey methodology (CSAT, CES, NPS).
• Strong financial literacy and understanding of risk management.

Responsibilities

• Manage overall service delivery to meet performance targets.
• Enhance operational efficiency in the Contact Centre.
• Map and evaluate service processes for improvements.
• Identify and mitigate potential financial and reputational risks.
• Leverage analytics for insights into client interactions.
• Track and report on service improvement projects.
• Collaborate with internal stakeholders for issue resolution.
• Support on developing business strategies aligned with client expectations.

Skills

Client-focused

Technologically adept

Service delivery expertise

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree

Job description

A leading financial services firm in Taguig is seeking a CSD Manager to lead service delivery and operational excellence. The ideal candidate will manage performance targets, improve Contact Centre processes, and collaborate with various teams to achieve business goals. Expertise in client interactions and data analysis is crucial. This role also requires a Bachelor's degree and 5-10 years of relevant experience. The company offers a competitive environment with various employee recognition and wellness programs.