As a Senior Manager - Quality & Client Implementationst, your mission is to ensure a quality experience for our customers when it comes to implementing and delivering B2C customer support. Your team oversees, innovates and optimizes key aspects in this journey such as customer implementations, quality assurance, agent performance management, agent enablement and training. You will aim to drive excellence in customer service, enhance customer satisfaction, and relentlessly improve the customer support experience. You will structure the team, set targets, foster innovation, inspire growth, and promote self-sufficiency and decisiveness. KPI driven (CSAT, NPS, Project timelines etc) you will achieve outstanding customer support processes, maximize efficiency, and deliver exceptional customer experiences. You will ensure that our customers are successful in continuously evolving and innovating to meet the ever-changing needs of customers in the OTT industry.
Type: Full-time
Level: Senior Level
Salary: Confidential
Date Posted: 01-09-2023
Responsibilities
Managing the Customer Implementation:
Be the main point of contact for our customer service Client’s stakeholders
Manage successful, timely Implementation of the project, with the support of the customer care respective teams. This includes coordinating hand-off from sales, onboarding new clients, managing new and upcoming customer support projects, and overseeing the Hi5 product implementation.
Provide guidance, support, and mentorship to our customers to ensure successful and efficient execution of implementation activities.
People Management:
Build an operations team that focuses on delivering Quality experience to the customersEncourage and inspire team members to innovate and think creatively in their roles with the output in mind to make our customers promoters of the client.
Own and drive Quality Excellence :
Ensure to create an excellent experience for our customers by leading a team of specialists owning all aspects to steer quality namely project management of customer implementations, agent education & enablement and Quality Assurance.
KPIs to measure success: CSAT, NPS, Project timeliness
Qualifications
Overall 8+ years of experience in project management and implementation.
5+ years is spent operations management experience in a customer support environment preferably in SaaS or OTT industry
Proven experience in managing cross-functional teams and delivering successful customer facing projects.
Experience in translating complex requirements into clear and actionable product scopes and briefs.
Excellent problem-solving skills, with the ability to identify high-impact, low-effort solutions.
Exceptional communication and interpersonal skills, enabling effective collaboration with internal teams and clients.
Proficiency in creating and managing product roadmaps, priorities, and backlogs.
A proactive, self-motivated individual with a strong sense of ownership and responsibility for their work.
Highly adaptable and able to thrive in a fast-paced, dynamic environment.
Detail-oriented, with a keen eye for quality and a focus on delivering exceptional user experiences.
Client-centric mindset, dedicated to understanding and addressing clients' needs and expectations.
Why Diversify?
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.
