Partner Operations Lead — Customer Experience

EXL Talent Acquisition Team; Quezon City; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

EXL Talent Acquisition Team in Manila is seeking an Assistant Manager for Partner Operations in Operations. The role focuses on leading an inbound contact centre team across multiple brands and products, ensuring service levels and quality targets are achieved.

The ideal candidate brings 2+ years in leadership within BPO voice operations, with insurance knowledge, and strong coaching and reporting skills. This is an onsite role based in SMNE area, with responsibilities spanning team management

Qualifications

• Graduate with at least fifteen years of education in any discipline.
• Minimum 2 years in a leadership role in BPO voice operations; insurance experience preferred.
• Excellent MS Office and reporting capabilities.

Responsabilités

• Manage teams and ensure service levels and quality targets are met.
• Collaborate withPartnering Performance team to deliver customer-focused solutions.
• Monitor transactions and drive continuous improvements.
• Provide coaching to team members to improve performance.
• Adhere to rostered schedules and manage real-time queues.
• Handle escalations and difficult customer conversations effectively.
• Support change initiatives and drive a culture of innovation.

Connaissances

Function/process knowledge

Attention to detail

Team management

Insurance industry knowledge

Business requirements comprehension

MS Office proficiency

Time management

Policy/coach feedback

Planning and prioritization

Formation

Fifteen years of education

Outils

MS Office (Excel, PowerPoint, Word, Outlook)

Description du poste

EXL Talent Acquisition Team in Manila is seeking an Assistant Manager for Partner Operations in Operations. The role focuses on leading an inbound contact centre team across multiple brands and products, ensuring service levels and quality targets are achieved.

The ideal candidate brings 2+ years in leadership within BPO voice operations, with insurance knowledge, and strong coaching and reporting skills. This is an onsite role based in SMNE area, with responsibilities spanning team management