Operations Lead — CSAT & Customer Experience

OfficePartners, 360 Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

OfficePartners, 360 Inc. is seeking an experienced Operations Manager to lead and optimize operations across multiple lines of business. You will manage large teams, drive service quality, and align processes with client expectations in a fast-paced environment.

The role emphasizes CSAT improvement, reporting, coaching, and policy development while collaborating with HR on recruitment and ensuring on-site execution.

Qualifications

• Demonstrated leadership in managing large teams.
• Experience in technical support environments.
• Proven project management skills.
• Strong account management capabilities.
• Experience with startup accounts is a plus.
• Customer support experience is preferred.
• Willingness to work night shifts.
• On-site work availability.

Responsibilities

• Ensure high standard of service delivered to customers via staff and resources.
• Implement customer service strategies to promote satisfaction.
• Oversee customer service agents' skills and responsiveness.
• Develop strategies to maintain CSAT scores and monitor CSAT performance.
• Provide reporting and coaching to hit CSAT targets.
• Conduct root cause analysis for CSAT data.
• Manage and supervise agents.
• Provide performance reports for various account sections.
• Offer inspiring leadership for the organization.
• Make policy, planning, and strategy decisions.
• Develop, implement, and review operational policies and procedures.
• Assist HR with recruitment when necessary.
• Promote a company culture of high performance and morale.
• Oversee budgeting, reporting, planning, and auditing.

Skills

Leadership

Operations Mgmt

Technical support

Project management

Account management

Startup experience

Customer support

Night shift

On-site

Job description

OfficePartners, 360 Inc. is seeking an experienced Operations Manager to lead and optimize operations across multiple lines of business. You will manage large teams, drive service quality, and align processes with client expectations in a fast-paced environment.

The role emphasizes CSAT improvement, reporting, coaching, and policy development while collaborating with HR on recruitment and ensuring on-site execution.