Job Title: Customer Relationship Sr. Manager

Overview:

You will be responsible for overseeing all aspects of customer care operations, ensuring exceptional service delivery at every touchpoint. This includes handling escalations, technical field support, and optimizing branch and customer experience center operations. You will implement strategic initiatives to drive customer satisfaction, churn management, and operational efficiency.

As the leader of the team, you will focus on continuous improvement, vendor performance management, and the execution of customer retention strategies. You will work cross-functionally to ensure the team consistently meets or exceeds set KPIs while maintaining a customer-centric approach in all business operations.

Key Responsibilities:

• Lead the day-to-day operations of customer care teams, ensuring efficiency, quality, and customer satisfaction.
• Develop and implement strategies for contact management, focusing on quality, resolution rates, churn management, and upselling.
• Manage VIP accounts with a focus on personalized service and retention.
• Drive improvements in customer experience by tracking problem trends and initiating projects to reduce service defects.
• Oversee vendor relationships, ensuring performance standards are met, and maintain contracts with the best partners for optimal service delivery.
• Collaborate with marketing on customer retention initiatives and ensure effective execution.

Leadership and People Development:

• Support the development of team members through training and coaching.
• Lead succession planning efforts to ensure leadership continuity and growth.
• Demonstrate the ability to execute strategies that align with company goals and customer care excellence.

Operational Excellence:

• Identify opportunities for process improvement and automation.
• Integrate quality tools into daily operations to drive superior customer service.
• Deliver feedback on customer experiences to help refine strategies and processes.

Cost and Efficiency:

• Optimize cost-to-serve while ensuring high service quality.
• Manage manpower and operational budgets to meet organizational targets.
• Implement cost-recovery strategies to support the financial goals of the department.

Qualifications:

• Experience in managing customer care operations and multi-channel interactions for at least 10 years with a telecommunications background or related industry. Experience in BPO Industry is okay.
• Strong leadership skills with experience in team management.
• Technical knowledge of CRM systems, workforce tools, and reporting.
• Proven success in vendor management and process improvement initiatives.
• Willing to work full onsite Monday - Friday | Dayshift

Please refer to job description.