Seasonal Operations Manager - Customer Experience Lead

ResultsCX Named ‘Major Contender’ in Everest Group; Manila; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Healthcare Benefits

Employee events & activities

Growth opportunities

Job summary

ResultsCX is seeking a Manager, Operations - Seasonal in Pasig, Philippines. You will serve as the single point of contact for client programs, managing Customer Service teams and ensuring high-quality service delivery to clients.

You will coach Supervisors and Call Center Agents to exceed performance targets and develop the team across customer service, technology, and professional development. You will lead performance reviews, guide hiring/training, handle escalation points, and drive

Qualifications

• Provide superior customer service to both internal and external clients.
• Exceptional, professional communication skills both written and verbal.

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 as 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 subordinates through coaching, development, and performance management methods.
• Track client issues and maintain client correspondence and issue resolution.
• Support Results' goals by promoting continuous improvement, reviewing workflow to ensure improved service quality.

Skills

Customer service

Communication skills

Presentation skills

Relationship management

Problem solving

Job description

ResultsCX is seeking a Manager, Operations - Seasonal in Pasig, Philippines. You will serve as the single point of contact for client programs, managing Customer Service teams and ensuring high-quality service delivery to clients.

You will coach Supervisors and Call Center Agents to exceed performance targets and develop the team across customer service, technology, and professional development. You will lead performance reviews, guide hiring/training, handle escalation points, and drive