BPO CS - Center of Excellence Manager - Taguig (process improvement)

About the Position: CS - Center of Excellence Manager (BGC Taguig) | Onsite

Benefits:

- HMO coverage for the employee and two dependents (available from Day 1)

- Quarterly performance bonuses

- Excellent career development opportunities with exposure to multiple accounts

- Weekends off

Responsibilities:

- Developing and implementing operational strategies: Creating and executing plans to enhance efficiency, quality, and overall performance within the Center of Excellence.

- Leading and managing teams: Supervising team members, providing guidance and support, and promoting a collaborative working environment.

- Performance management: Monitoring key performance indicators (KPIs) and devising strategies to boost team performance.

- Stakeholder collaboration: Working with various stakeholders to ensure alignment and achieve shared objectives.

- Process improvement: Identifying opportunities to optimize processes and implementing effective solutions.

Requirements:

- Minimum of 5 years leadership experience in customer service management

- At least 7 years experience in a BPO environment

- Strong skills in Excel and PowerPoint

- Bachelors degree in any field

- Experience in designing process definitions or frameworks for coaching, training, reporting, governance, and workforce management

- Proven track record in process improvement and developing process frameworks

- Flexible to work in shifting schedules

- Willing to work onsite at BGC Taguig

- Available to start immediately