Join us and discover a career where the perks extend far beyond the ordinary.
Looking to expand your horizons and conquer new challenges on a global scale Our international client invites you to join their dynamic team and make your mark on the worldall while remaining firmly rooted in the Philippines. In this role, you'll have the opportunity to work on exciting projects, collaborate with international teams and drive innovation in the debt collection industry. With our commitment to fostering talent and providing access to global resources, the possibilities for your career growth are endless. That's why we're dedicated to offering you fulfilling career experience right from where you are. As a Customer Experience (Digital) Operations Manager, you'll lead our customer experience teams to new heights, overseeing team leaders and managing diverse regions and clients. Your mission is clear: drive key SLAs, productivity, and quality targets to success. If you thrive in a fast-paced environment and see challenges as opportunities to innovate, this is your chance to shine!
Navigating Success: Your Guiding Role:
Employment type: Full-time
Shift: Semi-Flexi Night Shift
Work setup: Permanent WFH
Perks: Day 1 HMO, Above-market salary, Global exposure
Pioneering Excellence: Your Key Tasks
- Supervise team leaders and oversee client and regional operations.
- Accountable for achieving key SLAs, productivity, and quality targets.
- Act as the main contact for client success managers for audits and quality assessments.
- Collaborate across departments to roll out initiatives and continuously enhance operations.
- Work closely with quality and training departments to identify and resolve operational opportunities.
- Foster team growth and support career development.
- Maintain excellent communication skills, effective time and people management, and adaptability in a changing environment.
- Provide regular and impactful coaching to your team.
- Handle escalations to ensure customers have any concerns resolved.
- Role model our core values and guide your team to demonstrate these values every day.
- Support your team in their personal growth and career goals.
- Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team.
- Work with your team, your peers, and other functions to identify and implement process improvements to improve efficiency, effectiveness, or quality and deliver world-class service for our customers.
- Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management.
- Actively and effectively support the team to achieve business objectives, while maintaining high team engagement.
- Build strong relationships with your direct team and peers within Customer Experience (Digital) and in other key functions.
- Help your team support thousands of customers on their debt-free journey, using your deep understanding of our product and their situation to help reach the best outcome.
- Monitor key metrics at a team and individual level, including:
- Productivity: 85-90%+ (depending on the specialist within the team)
- QA: 90-95% (depending on the specialist within the team)
- Team SLAs, specific to channel
Empowerment Essentials: Skills for Success
- Proven experience in operations management, particularly in customer service or related fields.
- Passion to help support and grow your team, and to have a positive impact on our customer's debt-free journey.
- Strong leadership skills that inspire team members to excel by example.
- Exceptional listening and comprehension skills.
- Strong initiative and ability to adapt to new projects and suggest process improvements.
- Computer literate with proficiency in Google suite and willingness to learn and embrace new systems.
- Excellent written and verbal communication skills in order to interact clearly and concisely with team members and customers with the aim of providing world-class Customer Experience.
- Strong self-organization, decision-making, and analytical abilities.
- Creative problem-solving skills.
- Strong detail orientation.
Rewards of Revolution: Unlock Your Perks
- Day 1 HMO coverage
- Work from home arrangement
- Unlimited PTO (Paid time off)
- Prime office location (Easy access to MRT stations, restaurants, and banks)
- Free upskilling through Emapta Academy courses (Want to know more Visit https://bit.ly/EmaptaTrainingCalendar)
- Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Emapta Lifestyle perks (Foodpanda pro and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Pathfinders of Progress: Our Vision Revealed:
Our client is a trailblazing debt collection agency known for revolutionizing debt recovery through intelligent solutions. Join our client's team and become part of a mission to change the world of consumer debt recovery for the better. Our client leverages data science to personalize debt collection, enhancing the likelihood of debt repayment. They believe in creating a positive experience for those in debt, fostering strong relationships between businesses and customers. As a trusted partner for businesses worldwide, our client is committed to delivering top-notch service and support. Join us in transforming the debt collection industry alongside a forward-thinking organization.
Welcome to Emapta Philippines!
Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.
With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
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