Cebu – 24-May-2019 Location: PH Company: Teledirect Telecommerce Position Summary: An experienced and motivational leader supporting and mentoring leaders of Customer Experience (CX) teams. The Operations Manager will work directly with the Client Customer Experience Teams for APAC to set goals, policies and best practices for their team, responsible for handling Host/Guest issues. They will ensure new directives are properly communicated and executed by working with their direct reports, CX Leads. Is someone who thrives in a fast-paced environment and has a passion for hospitality. Duties and Responsibilities: Metrics Accountability Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate. Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations. Mon…
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