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9 дней назад

Operations Lead

Формат работы
onsite
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Philippines
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Operations Lead (Customer Service/BPO): Leading customer service representatives in Metro Manila to achieve operational, productivity, service-level, quality, and customer satisfaction targets with an accent on coaching, performance management, and escalation handling. Focus on resolving complex customer concerns, improving agent performance, and maintaining daily operational standards.

Location: Metro Manila, Manila, NCR, Philippines

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics across multiple industries.

What you will do

  • Lead and manage a team of customer service representatives.
  • Drive operational, productivity, service-level, quality, and customer satisfaction targets.
  • Monitor daily attendance and team performance.
  • Conduct coaching, performance discussions, and feedback sessions.
  • Handle escalations and resolve complex customer or operational concerns.

Requirements

  • At least 3 years of relevant work experience in a BPO setting.
  • Experience with a domain account is preferred.

Culture & Benefits

  • Structured career path with internal progression opportunities.
  • Safe work environment.
  • Free HMO coverage from day one, including domestic partners.
  • Skills training opportunities.
  • Paid leaves.

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Categories

Customer Support Specialist jobs