Operations Lead: Customer Experience & Performance

EXL; Pasay; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

EXL is seeking an Assistant Manager in the Philippines to oversee day-to-day operations of Sales & Service accounts, driving performance, quality and customer experience. You will coach team managers, manage staffing and compliance, and partner with support functions to meet client requirements.

The role emphasizes process improvements and leadership, with a focus on engagement across internal teams and external clients.

Qualifications

• Minimum 3-5 years of leadership experience in BPO/customer service ecosystems.
• Proven track record in managing KPI-driven operations and coaching teams to targets.

Responsibilities

• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.

Skills

People leadership

KPI management

Coaching

Stakeholder management

Job description

EXL is seeking an Assistant Manager in the Philippines to oversee day-to-day operations of Sales & Service accounts, driving performance, quality and customer experience. You will coach team managers, manage staffing and compliance, and partner with support functions to meet client requirements.

The role emphasizes process improvements and leadership, with a focus on engagement across internal teams and external clients.