Senior Operations Leader - Customer Experience

Sagility

Philippines

On-site

PHP 2,600,000 - 4,500,000

Full time

2 days ago

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Job summary

Sagility is seeking an Associate Director - Operations in Quezon City, Philippines. The role oversees performance across call centers, driving service levels and quality while aligning with client requirements.

Strong leadership, budgeting, and CPI expertise are essential for delivering cost-effective improvements. Ideal candidates hold a college degree in management or related fields, with 7+ years in customer service and 5 years in management.

Qualifications

Education: College degree in Management, Marketing, Psychology or Life Science.
Experience: 7+ years customer service experience, 5 year managerial experience.
Mandatory skills: strong interpersonal, communication, leadership and process improvement capabilities.

Responsibilities

Monitor performance metrics (call handling times, service levels, quality) daily and ensure standards.
Collaborate with Operations Managers to administer programs and client policies.
Attend client meetings weekly to discuss program performance and drive actions.
Lead and develop associates across multiple sites, driving CPI and KPI improvements.
Provide coaching, conduct monthly reviews, and manage budgets and costs using reports.