Customer Happiness Manager

250 Circles Life Technology Philippines Inc; Islamabad; On-site; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Exponential career growth and bonuses

Competitive salary and bonuses

Medical insurance

Mobile bill reimbursement

Job summary

Circles.Life in Lahore is seeking a Customer Happiness Manager to oversee end-to-end customer service operations across in-house and partner teams. You will drive daily performance, CSAT, QA, SLAs, and ensure efficient delivery while collaborating with Product, Tech and Ops to improve customer journeys.

The role requires 2–4 years in Operations Management within a contact centre, strong WFM knowledge, analytical mindset, and superb communication.

Qualifications

• 2–4 years in Operations Management in a Customer Care or BPO environment.
• Experience in Vendor Management is a plus.
• Strong planning, forecasting, QA/QC and training knowledge.
• Good working knowledge of how WFM works.
• Excellent communication, negotiation, and calm under pressure.

Responsibilities

• Oversee end-to-end customer happiness operations across in-house and partner teams.
• Drive daily/weekly/monthly performance delivery for all partner teams.
• Monitor CSAT, Quality, SLAs, and efficiency metrics; improve processes where needed.
• Review attendance and ensure backup arrangements for absenteeism at agent and team lead levels.
• Manage escalations and create OG tickets for major customer interactions when needed.
• Lead weekly performance reviews with partners and align with org goals.

Skills

Operations Management

Vendor Management

Forecasting

WFM Knowledge

Analytical skills

Communication

Multitasking

Tools

Microsoft Excel

Microsoft Access

PowerPoint

Job description

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group, AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners, Warburg Pincus, Founders Fund, and EDBI, with a track record of backing industry challengers.

ABOUT THIS ROLE

Circles.Life is looking for a Customer Happiness Manager who can independently manage Customer Service operations across In House Teams and the BPO partners. This will be a 5-day work from office role in Lahore. To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.

WHY THIS ROLE IS UNIQUE

Unparalleled access - Not only will the successful candidate have exposure to broad content knowledge across functions, but they also understand how the senior leaders think and know what’s top of mind. They should use this to connect dots across projects to improve decision-making and team effectiveness. Career accelerant - Opportunity to be part of a team that build and scale the new SaaS business vertical and influence overall strategies and product vision with huge potential for growth. 10X - Be part of a fast-growing organisation with ambitious plans to expand into multiple more markets and verticals, and help be the one to make it happen.

WHAT YOU'LL DO

• Responsible for managing end to end CH operations (as Operations and Vendor Manager) Ownership of daily/weekly/monthly performance delivery of all partner teams.
• Working with in-house and Partner teams to ensure all deliverables are met on various metrics like CSAT, Quality, SLAs, and efficiency related metrics.
• Managing Key KPIs like CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve rate%.
• Checking attendance for IH and BPO partners both for agent-levels and Team Leads including ensuring the backup arrangement for any absenteeism.
• Responding to the OG Escalation (P1 and otherwise) and creating or ensuring creation of OG tickets in case of any customer interactions identified outages.
• Daily and Weekly performance reviews with the Partners.
• Deeply understand customer pain, implement new processes and contribute to ongoing process improvements.
• Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to monthly budgets.
• Roll-out organizational goals/objectives with the Partner teams and maintain strong relationships with Partner Leadership.
• Work closely with various cross-functional teams that would include Product, Tech, Ops teams, etc, to align to the org objectives and socialize key ideas for customer happiness improvements.
• Implement strong processes with the help of all Support Function (Training ) teams that cater to higher efficiency and performance.
• Drive actions on Key identified projects such as Repeat% reduction, FCR enhancement etc.
• Handle customer complaints and executive escalations - be able to handle complex and difficult situations including customer complaints that require intervention or escalation from the Level II agent or a Supervisor where a customer is requesting to speak to a manager level or higher.

WHAT WE ARE LOOKING FOR

• 2-4 years in Operations Management in a Customer Care, BPO, Contact Centre environment leading operations.
• Experience in Vendor Management is a plus.
• Demonstrated knowledge and skills in all phases of operations including planning, forecasting, Q&Q and training etc.
• Must also have a good working knowledge of how WFM works.
• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure.
• Highly motivated, creative and a self-starter, able to excel with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented.
• Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.
• Ability to multitask and work under a pressure situation.
• Highly proficient in Microsoft Office – Excel, Access, PowerPoint.

BENEFITS

• Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow.
• Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands.
• Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and beyond.
• Talent Mobility - Circles.Lifers are given the opportunity to change roles internally, across functions and/or offices, through multiple structured programs (i.e. internal transfers, job shadowing or job rotation). We've witnessed many successful examples -e.g., from HR lead to Business Development Senior Manager.
• Talent Development - We stand for a culture of continuous learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts.
• Attractive Total Rewards (Salary + Bonuses) - We offer highly competitive salary and bonus inline with top tier technology companies. That means, unlimited upside based on company's performance.
• Benefits - Mobile bill reimbursement for all Circles.Lifers and their dependents and medical insurance.
• Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.