CX Case Management Lead

Globe Telecom; Taguig; On-site; PHP 669,600 - 892,800; Full time

Job summary

Globe Telecom is seeking a Case Management Lead who will oversee and enhance customer-impacting workflows to ensure efficient service delivery. This role requires collaboration with internal teams and stakeholders to drive automation improvements and enhance the customer experience. The ideal candidate will possess strong project management skills and a proven track record in CRM development.

Key responsibilities include aligning with operations to resolve customer challenges, leading project plans, and ensuring accountability for program capabilities. If you are passionate about driving improvements and making a difference, apply today!

Qualifications

• Critical thinking to dissect performance issues and identify root causes.
• Strong orchestration, consultation, facilitation, and communication skills.
• Ability to work autonomously and collaboratively.
• Excellent attention to detail with strong organizational skills.
• Experience in project management.

Responsibilities

• Oversee and evaluate customer-impacting workflows for effective service delivery.
• Align with operations to resolve customer pain points.
• Drive automation initiatives to reduce manual processes.
• Supervise project plans and communication updates.
• Ensure end-to-end solutions meet business requirements.

Skills

CRM development and integration experience

Creative communications

Relationship development

Project/Program Management

Change Management

Job description

Job Description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.

Duties and Responsibilities

• Oversee, lead and evaluate the effectiveness of customer-impacting workflows.
• Align and collaborate with Operations and Voice of the Customer teams to understand and resolve customer pain points and challenges.
• Champion customer experience improvement in CRM workflow management.
• Drive automation and system improvement initiatives to lessen agent-assisted transactions and manual processes.
• Partner with representatives of other internal and external groups to identify and address workflow design issues.
• Identify performance improvements in existing workflows and recommend enhancements.
• Identify and prioritize workflow design requirements and regularly communicate updates to stakeholders.
• Engage key stakeholders and participate with them on monitoring and reporting progress of work streams.
• Define the high level requirements, governance, metrics, and management practices for case management.
• Set overall direction for the team and conduct mobilization team orientation.
• Supervise and lead project plans, assign action items, track progress, and communicate updates within and outside the CXM organization.
• Work closely with other development teams to ensure end-to-end solutions meet business requirements.
• Be aware of security implications when implementing solutions.
• Maintain accountability for the delivery of program capabilities and business results.
• Provide regular reporting to management.
• Disseminate information to all stakeholders to facilitate front-line and customer change management prior to launch dates.
• Facilitate discussions on system improvements concerning workflow management.
• Provide user requirements and follow through to ensure end-to-end solution is met.
• Align with contact center BPOs on workflow challenges, gather insights, and engage them as stakeholders in redesigning CX.

KPIs

• NPS
• Case Resolution percentage
• Repeat Reduction percentage
• Reduction in Manual Processes percentage
• End-to-end automation in GlobeOne
• Internal Customer Satisfaction
• Individual Development Plan
• CXM Opex

Competencies

• Critical thinking to dissect performance issues and identify root causes and solve problems
• Strong orchestration, consultation, facilitation and communication skills
• Ability to work autonomously and collaboratively
• Excellent attention to detail with strong organizational skills
• Experience in project management

Skills

• Experience in CRM development and integration preferred
• Soft Skills: Creative communications, relationship development
• Hard Skills: Project/Program Management, Change Management
• Certification/License: Change Management

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.

Make Your Passion Part of Your Profession. Attracting the best and brightest talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.