Main Duties and Responsibilities:- Accountable for the day-to-day operations of the customer service department
Plan, coordinate, delegate, and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives- Develop and implement customer service policies and procedures
Define and communicate customer service standards
- Create Performance Improvement Plan
Review and assess customer service contracts- Oversee the achievement and maintenance of agreed customer service levels and standards
Ensure the necessary resources and tools are available for quality customer service delivery
- Review and track customer complaints resolution
Handle complex and escalated customer service issues- Monitor accuracy of reporting and database information
Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies- Co-ordinate and manage customer service projects and initiatives
Ensure budget requirements are met and business objectives are achieved through the effective management of SLA's, KPI's and revenue targets
- Actively promote and manage continuous improvements in business processes across the department
Evaluate and performance manage staff- Identify and address staff training and coaching needs
Bachelor's Degree is required- Minimum of (7) years experience as Operations Manager (or equivalent) in a BPO Setting is required
Background in Gaming/Casino Industry will be an advantage
- Has experience handling Voice, Chat, and Email lines of business
In-depth knowledge of managing a Contact Center operations- Experienced in handling Voice, Chat, and Email lines of business
Knowledge of different CRM tools
- In-depth knowledge of customer service principles and practice
Willing and able to work on shifting schedules- Willing and able to work onsite/in-office daily
Highly motivated leader that believes in coaching and develops his/her team members to achieve exceeding performance expectations
Strong communication skills, both written and verbal, in both English and Tagalog language- Has the ability to work on an on-call basis during AHOD Emergency Operation Status
* Ability to identify process improvements to achieve daily operational efficiency
Job Types: Full-time, Permanent
Pay: Php70,
- 00 - Php100,000.00 per month
