Center of Excellence Assistant Manager

Muntinlupa - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Responsibilities:

Process Optimization: Identifies inefficiencies streamlines workflows and enhances service delivery through standardization
Technology & Innovation: Background in evaluating and integrating new tools like AI automation and analytics to improve customer interactions
Training & Development: Provides coaching skill-building programs and knowledge-sharing initiatives for agents / Team leads
Data analytics and metric improvement: Monitors performance metrics ensures adherence to policies and maintains service excellence
Customer Experience Enhancement: Analyzes feedback implements improvements and fosters a customer-centric culture

Requirements:

Relevant years of experience: 5 years minimum BPO experience in customer service and technical service desk clients/campaigns
Must be proficient in both Excel (Power Query) and PowerBI (Data Analysis Expression or DAX)
Leadership experience: 4 years minimum handling a team for customer service accounts
Educational attainment: College Graduate any course
Amenable to work in shifting schedules.
Amenable to work ONSITE - Alabang
Able to start ASAP.

Benefits:

HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities and exposure to multiple accounts
Weekends Off

Responsibilities: Process Optimization: Identifies inefficiencies streamlines workflows and enhances service delivery through standardization Technology & Innovation: Background in evaluating and integrating new tools like AI automation and analytics to improve customer interactions Training & Deve...