BPO CS - Center of Excellence Manager (weekends off) - Taguig

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

Benefits:

• Health insurance coverage for the employee and two dependents starting Day 1
• Quarterly performance bonuses
• Excellent career development opportunities with exposure to multiple accounts
• Weekends off

Responsibilities:

• Developing and executing operational strategies: Create and implement plans to enhance efficiency, quality, and overall performance within the Center of Excellence.
• Team management: Supervise team members, provide guidance and support, and promote a collaborative work environment.
• Performance monitoring: Track key performance indicators (KPIs) and develop strategies to drive performance improvements.
• Stakeholder engagement: Work closely with various stakeholders to ensure alignment and achievement of shared objectives.
• Process optimization: Identify opportunities for process improvements and implement effective solutions.

Requirements:

• Minimum of 5 years of leadership experience managing customer service teams
• At least 7 years of experience in the BPO industry
• Proficient in Excel and PowerPoint
• Bachelor's degree in any field
• Experience in developing process frameworks for coaching, training, reporting, governance, and workforce management
• Skilled in process improvement and creating process frameworks
• Willing to work rotating shifts
• Able to work onsite in BGC, Taguig
• Available to start as soon as possible