Customer Experience Manager
What you?ll accomplish as a Customer Experience Manager:
You will be responsible in delivering performance expectations on VOC, Quality, Compliance, FCR, Speech and other Customer Experience metric requirements for Customer Service groups in our PH site.
What you?ll do:
Champion Customers:
Ensure excellent customer experience is delivered in every customer interaction
Drive innovation through observed gaps and red flags impacting process simplification and customer effort.
Act as Owners:
Mitigate Operational risks through adherence to Quality?s standard procedures and through compliance to call recording requirements (voice and screen).
Be an effective facilitator of escalations and resolutions impacting accuracy of Customer Experience data.
Deliver performance expectations through data analysis, dashboard presentation and action plan implementation.
Uphold and adhere to the ISMS policies and guidelines.
Ensure that all Information security policies and guidelines are enforced and implemented.
Ensure that all direct reports uphold and adhere to these policies and guidelines.
To report all violations and gaps observed and institute corrective actions accordingly.
Relate and Inspire:
Maintain excellent client and stakeholder relationships through call listening sessions and performance dashboard presentations.
Represent team in client meetings, calibration sessions and other customer experience metric related meetings.
Conduct performance reviews.
Initiate performance conversations to direct reports through recurring feedback touchpoints Advocate for engagement and talent recognition.
Encourage team participation in Company/GPTW activities.
Organize team outings/activities.
Elevate Everyday:
Drive Business Growth - Support Business initiatives
relating to driving excellent customer experience:
(Digital Effort, Automation and Simplification, Customer Availability, and others).Champion Talent Growth - Responsible for Customer Experience Specialist Hiring, Management and Development.
Skills you?ll need to succeed:
Prior experience in Financial Services and Quality Assurance
Preferably at least had 2 years of experience in leading a team
Bachelor?s degree in Management or a graduate of any 4- or 5-year course or equivalent 5 years relevant work experience.
Preferably at least had 2 years of experience in leading a team
Ability to effectively prioritize and execute tasks in a high-pressure environment
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
Ability to lead, motivate and deliver feedback to others, including peers
Flexibility and willingness to work various work schedules, including overnight, overtime, weekends, holidays, etc.
Skills you have that will delight us:
Experience supporting a US client base in a call center environment
Experience working with a multinational organization
Knowledge of Customer Experience performance standards in the industry, including innovations and competition.
Strong working knowledge of Agile Framework
Willing to travel and/or relocate permanently to Cebu/Manila when need arises