CX Case Management Lead: Drive Workflow Automation

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

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!