Head of Customer Service Operations  

Job Responsibilities:

• Understanding the quality of responses from agents by looking at tickets and working with agents
• Talking to the Managers and understanding what their priorities are
• Giving feedback to the managers on where and how to improve their teams
• Understanding structural issues by looking at how the teams work together
• Making structural, role and personnel changes to improve the effectiveness of the team
• This role will be based in Metro Manila, Philippines

Job Qualifications:

• Bachelor’s or Master’s degree preferably in any business or related course
• 12+ years experience in Customer Service Operations with at least 5+ years on Senior Leadership, Operations Director role or similar
• Experience in Online Gaming industry is an advantage but not required
• Experience in assessing Organizational needs, coming up with solutions and implementing initiatives
• Management experience, particularly modern Leader-Leader style management principles
• Experience in relationship building with Key stakeholders
• Experience in understanding high-level business operations with focus on Customer satisfaction
• Fluent in speaking and writing English

Skills & Abilities

• Excellent analytical skills and demonstrated success in making timely and effective decisions that support the business
• Must have people management and program management skills
• Must have good understanding of what good customer service look like
• Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continuous improvement, empowerment, and increasing transparency
• Excellent communication and mentoring skills
• Strong empathy for customers
• Strong problem-solving ability
• Ability to manage external Stakeholders, communication & reporting
• Ability to manage influence through persuasion, negotiation, and consensus building
• Enthusiastic and creative leader with the ability to inspire others