About the Position: CS - Center of Excellence Manager (BGC Taguig) | OnsiteBenefits:- HMO coverage for the employee and two dependents (available from Day 1)- Quarterly performance bonuses- Excellent career development opportunities with exposure to multiple accounts- Weekends offResponsibilities:- Developing and implementing operational strategies: Creating and executing plans to enhance efficiency, quality, and overall performance within the Center of Excellence.- Leading and managing teams: Supervising team members, providing guidance and support, and promoting a collaborative working environment.- Performance management: Monitoring key performance indicators (KPIs) and devising strategies to boost team performance.- Stakeholder collaboration: Working with various stakeholders to ensure alignment and achieve shared objectives.- Process improvement: Identifying opportunities to optimize processes and implementing effective solutions.Requirements:- Minimum of 5 years leadership experience in customer service management- At least 7 years experience in a BPO environment- Strong skills in Excel and PowerPoint- Bachelors degree in any field- Experience in designing process definitions or frameworks for coaching, training, reporting, governance, and workforce management- Proven track record in process improvement and developing process frameworks- Flexible to work in shifting schedules- Willing to work onsite at BGC Taguig- Available to start immediately
