Operations Manager - CX Team Coach & Client Success

ResultsCX; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare Benefits

Performance incentives

Employee events

Career growth opportunities

Job summary

ResultsCX is seeking a Manager, Operations to lead customer service teams and manage client programs from Pasig, Philippines. The role focuses on maintaining relationships as the single point of contact for internal and external information, ensuring quality service delivery, and driving performance improvements.

You will coach Supervisors and Call Center Agents, oversee performance management, and contribute to strategic initiatives to improve efficiency and customer outcomes.

Qualifications

• Superior customer service to internal and external clients.
• Excellent written and verbal communication skills.
• Ability to create and present information to internal and external teams.

Responsibilities

• Review and analyze program performance to determine needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals for staff.
• Act as escalation point for Supervisors and front-line staff when needed.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution and continuous improvement.

Skills

Customer service

Communication skills

Relationship building

Data analysis

Presentation

Job description

ResultsCX is seeking a Manager, Operations to lead customer service teams and manage client programs from Pasig, Philippines. The role focuses on maintaining relationships as the single point of contact for internal and external information, ensuring quality service delivery, and driving performance improvements.

You will coach Supervisors and Call Center Agents, oversee performance management, and contribute to strategic initiatives to improve efficiency and customer outcomes.