Operations Manager

Tata Consultancy Services Limited; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services Limited in Manila (BGC) is seeking a seasoned customer service professional to manage client relationships and drive performance metrics. The role emphasizes CSAT and NPS, with focus on absenteeism, sales and collections, and coordinating both CS and inbound collection activities.

Candidates should have 5 years in a similar role, with preferable experience in telco or utilities accounts. Strong communication and stakeholder management are essential.

Qualifications

• 5 years of experience in a similar customer service role.
• Experience with telco or utilities accounts preferred.
• Knowledge of CSAT and NPS metrics.

Responsibilities

• Client management
• KPI attainment –NPS, CSAT, Absenteeism, sales and collection
• Managed both CS and inbound collection

Skills

Client management

CSAT knowledge

NPS understanding

Inbound collection

Job description

Desired Experience Range 5 years in the role Location of Requirement BGC

Responsibilities

• Responsibility of / Expectations from the Role
• 1 Client management
• 2 KPI Attainment –NPS, CSAT, Absenteeism, sales and collection
• 3 Managed both CS and inbound collection

Qualifications

• Desired Experience Range 5 years in the role

Required Skills

• Desired Competencies (Technical/Behavioral Competency) Must-Have
• Has managed a customer service account preferable with telco, utilities experience.
• Understands CSAT, NPS and manage client interaction.