Senior Manager, Customer Experience (01SXG)

Quezon City, Metro Manila, National Capital, Philippines PH

RESPONSIBILITIES:
 
  • Responsible in the overall leadership of Customer Experience framework and customer advocacy priorities
  • Develops and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives
  • Ensuring management information and reporting regarding business improvement results and improvement project status
  • Liaise and work closely with the Operations team
  • Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency
  • Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms
  • Drives for outcomes in key improvement areas
  • Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
  • Coaching site CE leadership teams in how to apply & manage with CE tools and methodologies
  • Provides both technical and organizational expertise, training and coaching to leverage organizational capabilities and to drive a voice of customer and voice of agent culture for identifying pain points and barriers to excellent service
  • Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists)
  • Interface with existing and potential clients on TeleTech strategy for promoting operational excellence
  • Interact with Operations stakeholders to share diagnostics, future state design, and implementation recommendations
  • Establish CE framework to enhance delivery excellence, customer insight, and business intelligence
 
QUALIFICATIONS:
 
  • At least 5 years experience working in a sales and service based role in a call centre or retail environment
  • Experience in a high volume and fast-paced environment which is structured and monitored
  • Six Sigma certification is an advantage with at least 5 years of working experience in Continuous Improvement, Change Management, Process Improvement, Project Management, and Re-engineering experience
  • Experience in analyzing and reporting data
  • Experience in a coaching, managing or mentoring role
  • Master or Degree holder from a reputable institution of higher learning preferred
  • Proficient with various office productivity applications particularly  Excel and PowerPoint

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