Work Setup: Onsite (BGC Taguig)

Schedule: Shifting Schedules

Responsibilities

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

Requirements

• Relevantyears of experience: 5 years minimum BPO experience in customerservice
• Leadershipexperience: 4 years mi...