CX Operations Manager: Customer Experience Leader

iOPEX Technologies Philippines Inc.; Taguig; Sur place; PHP 900 000 - 1 500 000; Plein temps

Résumé du poste

iOPEX Technologies Philippines Inc. in Taguig is seeking a Customer Support Operations Manager to oversee end-to-end support operations on-site.

You will ensure customer satisfaction, manage programs, and apply analytical skills to drive operational efficiency. The role requires strong leadership, budgeting insight, and ability to coordinate with Team Leads and WFM to meet service levels and client metrics.

Qualifications

• 10+ years of proven management experience in a BPO contact center environment.
• 2-3 years as Assistant Manager or Manager experience is a must.
• Experience handling CSR/TSR campaigns.
• Understanding and ability to execute Inbound Programs to ensure Service Levels and financial objectives are met.
• Strong Planning, Forecasting, Problem-Solving, and Analytical Skills.
• Proven ability to develop, produce and analyze reports from existing systems and make informed recommendations from the data gathered.
• Strong Organizational, Leadership, and Interpersonal Management Skills.
• Possess excellent knowledge of Manpower Planning
• Knowledge of current Call Center & Workforce Management Technologies
• Demonstrated ability to interact with peers, senior management, and other departments in a professional manner
• Should be amenable to report onsite.
• Must be willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City.

Responsabilités

• Manages operations for Customer Service account (voice and non-voice).
• Perform weekly meetings with operations staff to discuss issues affecting business.
• Submit weekly operations report to the client.
• Set operational goals, and objectives and develops strategies to meet client metrics.
• Gather, review, and analyze reports from Team Leads and WFM to ensure standards are met.
• Possess budgeting and financial planning skills.
• Lead, build teams and motivate staff to foster a positive work environment.
• Be proactive in helping customers and employees to meet their goals.
• Should have handled multiple LOBs.

Connaissances

Management

Forecasting

Analytics

Leadership

Interpersonal skills

Team building

Formation

Bachelor's degree in Business Administration or related field

Outils

WFM software

CRM systems

Reporting tools

Description du poste

iOPEX Technologies Philippines Inc. in Taguig is seeking a Customer Support Operations Manager to oversee end-to-end support operations on-site.

You will ensure customer satisfaction, manage programs, and apply analytical skills to drive operational efficiency. The role requires strong leadership, budgeting insight, and ability to coordinate with Team Leads and WFM to meet service levels and client metrics.