Responsibilities

• Process Optimization: Identifies inefficiencies, streamlines workflows, and enhances service delivery through standardization
• Technology & Innovation: background in evaluating and integrating new tools like AI, automation, and analytics to improve customer interactions
• Training & Development: Provides coaching, skill-building programs, and knowledge-sharing initiatives for agents / Team leads
• Data analytics and metric improvement: Monitors performance metrics, ensures adherence to policies, and maintains service excellence
• Customer Experience Enhancement: Analyzes feedback, implements improvements, and fosters a customer-centric culture

Requirements

• Relevant years of experience: 5 years minimum BPO experience in customer service and technical service desk clients/campaigns
• Leadership experience: 4 years minimum handling a team for customer service accounts
• ...