Customer Experience Operations Manager & Coach

ResultsCX Named ‘Major Contender’ in Everest Group; Cebu City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

ResultsCX is hiring an Operations Manager in Lapu-lapu City, Philippines. This role leads Customer Service teams, maintains client relationships, and acts as the point of contact for program information to ensure high-quality service delivery.

The manager roles include coaching teams, meeting financial targets, and driving continuous improvement across operations. The team includes Supervisors, Call Center Agents, and client customers.

Qualifications

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching, development, and effective performance management methods.
• Track client issues and maintains client correspondence and issue resolution.
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses.

Responsibilities

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching, development, and effective performance management methods.
• Track client issues and maintains client correspondence and issue resolution.
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses.

Skills

Customer service

Communication

Relationship management

Data interpretation

Problem solving

Job description

ResultsCX is hiring an Operations Manager in Lapu-lapu City, Philippines. This role leads Customer Service teams, maintains client relationships, and acts as the point of contact for program information to ensure high-quality service delivery.

The manager roles include coaching teams, meeting financial targets, and driving continuous improvement across operations. The team includes Supervisors, Call Center Agents, and client customers.