Operations Manager, Customer Experience

ResultsCX; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Employee Performance Incentives and Pr

Healthcare Benefits

Growth opportunities

Job summary

ResultsCX is seeking a Manager, Operations in Pasig, Philippines to lead customer service teams, maintain client relationships, and drive performance against targets. This role focuses on coaching, process optimization, and financial target attainment while ensuring high-quality service delivery for our clients.

As the single point of contact for program information, you will guide Supervisors and frontline staff, review performance, and manage hiring, training, and performance processes to

Qualifications

• Provide superior customer service to both internal and external clients.
• Exceptional, professional communication skills both written and verbal.
• Create and effectively present information and processes to internal and external teams.
• Develop and maintain key professional customer relationships.
• Define, collect data, establish facts, and solve problems.

Responsibilities

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development, and performance management
• Provide written performance appraisals
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversee program/problem resolution
• Maximize potential of subordinates through coaching, development, and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved

Skills

Customer service leadership

People management

Excellent communication

Data-driven decision making

Job description

ResultsCX is seeking a Manager, Operations in Pasig, Philippines to lead customer service teams, maintain client relationships, and drive performance against targets. This role focuses on coaching, process optimization, and financial target attainment while ensuring high-quality service delivery for our clients.

As the single point of contact for program information, you will guide Supervisors and frontline staff, review performance, and manage hiring, training, and performance processes to