Customer Experience Manager  

Strategy and Planning

• Create a service strategy and business plan via the key customer touch points, i.e. Call Centres, Non-Voice channels, Customer Resolution Unit and Preferred Services.
• Maintain up-to-date knowledge of industry trends and development and introduce best practices Into Contact Centre.
• Champion performance-enhancing initiatives in improving the productivity of the Call Center (eg. Offloading Call Centre volume) - Champion Customer Complaint Handling by engaging closely with Product/Business Owners on process reengineering, i.e. analyze root causes, revise SOP and reduce complaint incidence.
• Identify key objectives, financial and other performance measures for the department.

Business Performance and Operations Management

• Monitor the department’s cost and staffing to ensure we maintain a cost-effective staffing model and a highly professional team in excellent service delivery.
• Identify every opportunity from process improvement and system automation to improve service delivery and value-added opportunities for both clients and businesses.
• Keep abreast of the performance standards in the industry such as cost, HCs, remuneration, service delivery, system robustness &, etc and implement short/long term initiatives to improve Contract Centre overall operations management.
• Lead the monthly dashboard meeting with specific agenda (for e.g. complete periodical review of the Contact Call Centre to benchmark performance and improvement opportunities, products, and services updates, share commercial market activities, etc
• Assign work, set completion dates, review work, and manage the performance of the team.

Regulatory Compliance

• Ensure compliance with regulatory requirements and external auditors.

• Diploma/Degree holder in any discipline.
• A minimum of 5 years of relevant experience
• Individuals with prior experience in Financial Services or Credit Card Services are preferred
• Must have previously had work experience in a contact call center environment (BPOs)
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Able to apply standard contact center analytics and generate insights from data
• At least had 2 years of experience in coaching for team leaders & customer service executives
• Outstanding record of project management success, both in results achieved and in use of the professional methodology.
• Ability to adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Analyze processes under control to identify gaps & suggest improvements
• High proficiency in English and Filipino Language (Verbal & Written) and presentation skills