Group Manager – Operations (Hi-Tech & Professional Services)

Muntinlupa - Philippines

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

We are having an urgent opening with one of our direct client in Phillipines.

Job Title - Group Manager Operations (Hi-Tech & Professional Services)

Location - Alabang PH

Shift - Night Shift

Qualifications:
Education: Bachelors degree in Business Administration Management or a related field.
Experience: Minimum of 8-10 years of experience in customer service management or a similar role preferably within a legal industry.

Skills:
Strong leadership and team management abilities.
Proven experience managing a Customer Success team in an SaaS environment.
Excellent communication and interpersonal skills.
Expertise in CS platforms (e.g. ChurnZero Planhat Gainsight) and data-driven decision-making.
Ability to handle complex customer issues and provide effective solutions.
Strong analytical and problem-solving skills.
Customer-focused with a commitment to delivering high-quality service.
Experience with performance metrics and reporting.
Willing to work onsite in Alabang site and night shift schedule.

Job Description
Key Responsibilities:
Team Management: Lead mentor and motivate a team of customer service representatives to deliver exceptional service and meet performance goals.

Customer Support Oversight: Monitor and evaluate customer service interactions to ensure they meet company standards for quality efficiency and professionalism.

Policy Development: Develop and implement customer service policies procedures and best practices to enhance service delivery and address customer needs effectively.

Issue Resolution: Handle escalated customer complaints and complex inquiries providing timely and effective resolutions to maintain customer satisfaction.

Performance Tracking: Track and analyze key performance indicators (KPIs) related to customer service including response times resolution rates and customer feedback.

Training and Development: Design and conduct training programs for new and existing team members to improve their skills and knowledge in customer service.

Process Improvement: Identify areas for process improvements and implement changes to enhance the efficiency and effectiveness of the customer service department.

Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement and work with other departments to address any issues.

Reporting: Prepare and present regular reports on customer service performance including metrics trends and recommendations for improvement.

We are having an urgent opening with one of our direct client in Phillipines. Job Title - Group Manager Operations (Hi-Tech & Professional Services) Location - Alabang PH Shift - Night Shift Qualifications: Education: Bachelors degree in Business Administration Management or a rela...