We are on the lookout for a CX Solutions Lead, a visionary and tactical leader in the realm of customer experience within our BPO operations. This role is central to our mission of delivering exceptional customer service through innovative, efficient, and effective solutions. As a strategist, your influence will extend across various aspects of our operations, ensuring that our BPO services not only meet but exceed the evolving needs of our clients and their customers.

Job Details:

Work from home until further notice

Monday to Friday | 8 AM to 5 PM *However, please note that the shift timing may change based on organizational needs, requiring a degree of flexibility.

*Following Philippine Holidays

Responsibilities:

Strategic Development and Implementation: Develop and implement comprehensive strategies for enhancing customer experience through innovative BPO solutions.
Analytical Assessment: Utilize data-driven insights to identify areas for improvement in customer satisfaction and operational efficiency, formulating targeted solutions.
Technology Integration: Advocate for and oversee the integration of cutting-edge technologies, such as AI and automation, to optimize customer interactions and back-end processes.
Cross-Functional Collaboration: Work closely with various departments, including IT, operations, and customer service, to ensure cohesive strategy and implementation.
Client Engagement and Customization: Engage with clients to understand their unique needs, customizing CX solutions to meet these requirements effectively.
Performance Tracking and Reporting: Monitor and report on the performance of implemented CX strategies, using metrics such as CSAT, NPS, AHT, and operational cost savings.
Continuous Learning and Improvement: Stay abreast of industry trends and advancements in CX and BPO technologies, continuously seeking opportunities for improvement and innovation.

Qualifications:

Educational Background: Possess a bachelor’s degree in business administration, Management, or a closely related field. A master’s degree in a relevant discipline is highly desirable.
Relevant Experience: Minimum of 5 years of experience in roles focusing on customer experience strategy and implementation, with at least 3 of those years in a BPO environment.
Specialized Knowledge in BPO and CX: Demonstrated proficiency in developing and executing customer experience (CX) strategies within a BPO setting, emphasizing the application of AI, automation, and other emerging technologies.
Technological Acumen: Proven expertise in utilizing AI, automation tools, and digital technologies to substantially improve customer experience and operational efficiency.
Industry Insight: In-depth understanding of the latest customer experience technologies and trends, especially as they apply to BPO operations.
Analytical Excellence: Strong capability in analytical thinking and problem-solving, underpinned by a commitment to data-driven decision-making.
Track Record of Success: Evidence of enhancing key CX metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiencies through the innovative application of technology.
Leadership and Communication: Outstanding leadership abilities coupled with excellent communication skills, capable of effectively managing projects and leading cross-functional teams.