Customer Operations Lead: Coaching, Quality & Efficiency

Recrutly; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Recrutly in the Philippines is seeking a senior customer service operations leader to manage a team of representatives, providing coaching, training and ongoing performance feedback to ensure high standards.

You will monitor metrics, implement QA processes, collaborate with department heads to optimize workflows and policies, foster a positive, motivating environment for staff engagement and retention, and escalate issues to senior management when needed, ensuring adherence to client

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement
• Implement effective quality assurance processes and provide feedback to drive operational excellence
• Collaborate with department heads to optimize workflows and implement new policies or procedures
• Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

Job description

Recrutly in the Philippines is seeking a senior customer service operations leader to manage a team of representatives, providing coaching, training and ongoing performance feedback to ensure high standards.

You will monitor metrics, implement QA processes, collaborate with department heads to optimize workflows and policies, foster a positive, motivating environment for staff engagement and retention, and escalate issues to senior management when needed, ensuring adherence to client