Operations Manager: Customer Experience & Excellence

Gratitude Philippines; Muntinlupa; On-site; PHP 2,026,635 - 3,184,713; Full time

Job summary

A leading company in customer service is seeking an Operations Manager to oversee a team, drive operational excellence, and enhance customer experience. The ideal candidate should have a proven background in the BFSI sector and strong leadership skills. You will manage performance metrics, collaborate with cross-functional teams, and ensure compliance with standards. A minimum of 3-5 years in a similar role is required. This is an on-site position located in Muntinlupa, Philippines.

Qualifications

• Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry.
• Strong leadership skills to motivate and develop high-performing teams.
• Excellent problem-solving and decision-making abilities, focusing on operational efficiency.
• Proficient in data analysis and using insights to drive process improvements.
• Exceptional communication and interpersonal skills to liaise effectively with clients and stakeholders.

Responsibilities

• Manage and lead a team of customer service representatives.
• Monitor and analyse key performance metrics for process improvement.
• Collaborate with teams to enhance the customer experience.
• Liaise with clients to translate needs into actionable plans.
• Foster a positive work culture supporting team development.
• Ensure compliance with policies and regulatory requirements.
• Contribute to service delivery improvements using data insights.

Job description

A leading company in customer service is seeking an Operations Manager to oversee a team, drive operational excellence, and enhance customer experience. The ideal candidate should have a proven background in the BFSI sector and strong leadership skills. You will manage performance metrics, collaborate with cross-functional teams, and ensure compliance with standards. A minimum of 3-5 years in a similar role is required. This is an on-site position located in Muntinlupa, Philippines.