Customer Service Advisor – Danish
NewCo Communications
Senior Manager – Customer Care Voice
EXL
full-time
Posted on:
Location Type: Hybrid
Location: 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Lead daily operations for voice/non-voice processes across multiple lines of business.
- Ensure consistent delivery of KPIs including AHT, CSAT, NPS, FCR, SLA, QA scores, etc.
- Work closely with US client stakeholders to understand evolving business needs and provide strategic solutions.
- Drive initiatives for continuous process improvement, automation, and cost optimization.
- Lead, mentor, and develop a team of Operations Managers, Team Leaders, and frontline agents.
- Implement and monitor workforce management, staffing plans, and shrinkage controls.
- Partner with Quality, Training, and WFM teams to drive high performance and engagement.
- Prepare and present business reviews, reports, and insights to internal and external stakeholders.
- Manage escalations, crisis situations, and ensure customer satisfaction standards are maintained.
- Ensure compliance with client policies, data privacy, and local labor regulations.
Requirements
- Bachelor’s Degree (Master’s or MBA preferred)
- 10+ years of experience in BPO/contact center industry, with at least 3–5 years in a senior leadership role
- Strong exposure to US clients and understanding of cultural nuances
- Proven track record in managing large teams (150+ FTEs) and delivering on KPIs
- Excellent communication, stakeholder management, and analytical skills
- Knowledge of contact center tools (Genesys, Avaya, Salesforce, NICE, etc.) is a plus
- Lean Six Sigma certification is an advantage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI managementprocess improvementautomationcost optimizationworkforce managementstaffing plansdata privacy compliancelabor regulations complianceteam managementcrisis management
Soft skills
leadershipmentoringcommunicationstakeholder managementanalytical skillscustomer satisfaction focusstrategic thinkingpresentation skillsengagementcollaboration
Certifications
Lean Six Sigma
