Customer Experience Operations Lead

ASUS PHILIPPINES CORPORATION; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ASUS PHILIPPINES CORPORATION is seeking a senior leader to oversee all aspects of call center operations, set strategic goals, optimize processes, and manage team performance to achieve KPIs such as NPS, CSAT, Reply Rate, and FCR, while enhancing customer satisfaction and brand loyalty.

You will lead multi-site BPO teams, design escalation protocols, optimize scheduling, analyze data, conduct journey mapping, and drive CRM optimization.

Qualifications

• BS/MS in Information Technology or Computer Science or related field.
• 5+ years in call center management, preferably in BPO.
• Fluent English (CEFR C1+)
• Experience with omnichannel platforms and CRM systems

Responsibilities

• Oversee call center operations and KPI achievement (NPS, CSAT, Reply Rate, FCR, SLA, AHT).
• Design and implement escalation protocols (L1-L3) and act as final point of resolution.
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration.
• Analyze customer interactions to identify pain points and drive process improvement.
• Lead Customer Journey Mapping workshops.
• Handle DTI cases, coordinating with legal teams and ensuring regulatory compliance.
• Lead CRM optimization and generate data-driven reports.
• Develop training on soft skills and product knowledge.
• Implement quality calibration aligned with global benchmarks.

Skills

Call center management

Omnichannel platforms

Cross-cultural leadership

English proficiency (CEFR C1+)

Agile methodologies

Education

BS/MS in Information Technology or Computer Science

Tools

CRM systems

Data analytics tools

Job description

ASUS PHILIPPINES CORPORATION is seeking a senior leader to oversee all aspects of call center operations, set strategic goals, optimize processes, and manage team performance to achieve KPIs such as NPS, CSAT, Reply Rate, and FCR, while enhancing customer satisfaction and brand loyalty.

You will lead multi-site BPO teams, design escalation protocols, optimize scheduling, analyze data, conduct journey mapping, and drive CRM optimization.