Operations Manager, CSAT & Customer Experience

Op360; Cagayan de Oro; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading customer service provider in Cagayan de Oro is seeking an Operations Manager to ensure high service standards and manage customer satisfaction scores. The ideal candidate will have at least 3 years of experience in operations management, particularly in a BPO context. Strong analytical and leadership skills are essential. The role includes delivering reports, coaching teams, and developing operational policies. This position offers an opportunity to drive excellence and influence company culture.

Qualifications

• At least 3 years of Operations Manager experience, required.
• With CSR inbound and outbound BPO background.
• Experience in initiating and driving automation projects.

Responsibilities

• Ensure high standard of service is delivered to customers.
• Create strategies to maintain CSAT scores.
• Provide reporting and coaching sessions to hit CSAT scores.
• Conduct root cause analysis for CSAT data.

Skills

Analytical skills

Problem solving

Leadership

Communication skills

Technical support

Education

A/BS degree or equivalent practical experience

Job description

A leading customer service provider in Cagayan de Oro is seeking an Operations Manager to ensure high service standards and manage customer satisfaction scores. The ideal candidate will have at least 3 years of experience in operations management, particularly in a BPO context. Strong analytical and leadership skills are essential. The role includes delivering reports, coaching teams, and developing operational policies. This position offers an opportunity to drive excellence and influence company culture.