Customer Happiness Manager
Circles Life
Manila, Filipinas
5d ago

ABOUT THIS ROLE

  • Circles.Life is looking for a Customer Happiness Manager who can independently manage special projects whilst overseeing customer service operations.
  • To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.
  • ABOUT CIRCLES.LIFE

    Circles.Life is Asia’s first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion dollar industry.

    We launched our services in Singapore in 2016, and have since expanded to Australia, Taiwan, Indonesia and Japan. We are leading the market in innovation, customer satisfaction and growth.

    More recently, Circles has set its sights on the B2B vertical SaaS market, offering our proprietary cloud-native solutions to telcos worldwide.

    Amidst the software exodus to the cloud, our innovative tech stack has enabled major operators to modernise their mission-critical systems and B2C portals, transforming themselves into digital leaders in an ever-evolving consumer market.

    Circles.Life was founded by Rameez Ansar (ex-Temasek, BCG), Abhishek Gupta (ex-McKinsey, Bain Capital, StanChart PE) and Adeel Najam (ex- Nokia, Huawei, Starhub).

    It now employs 300+ people over 5 APAC offices. It is the portfolio company of Warburg Pincus and Sequoia Capital.

  • YouGov Customer's Choice - Top 5 most loved Singapore brands (2nd year running)
  • Seedly - Top Telco for Customer Service
  • IMDA Consumer Awareness and Satisfaction Survey 2018 - Top Telco for Customer Satisfaction
  • Influential brands - Top Employer 2019
  • WHY THIS ROLE IS UNIQUE

    Unparalleled access - Not only will the successful candidate have exposure to broad content knowledge across functions, but they also understand how the senior leaders think and know what’s top of mind.

    They should use this to connect dots across projects to improve decision-making and team effectiveness.

    Career accelerant - Opportunity to be part of a team that build and scale the new SaaS business vertical and influence overall strategies and product vision with huge potential for growth.

    10X - Be part of a fast-growing organisation with ambitious plans to expand into multiple more markets and verticals, and help be the one to make it happen

    WHAT YOU'LL DO

  • Responsible for managing end to end CH operations (as a backup ops manager)
  • Ownership of daily / weekly / monthly performance delivery of all partner teams. Working with in-house and Partner teams to ensure all deliverables are met on various metrics like Quality, SLAs, and efficiency related metrics.
  • Managing Key KPIs like CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve rate%.
  • Ownership of the release of all the Dashboard and reports to the concerned stakeholders with the set frequency.
  • Check attendance for IH and OA both for Experts and TL and check for the backup arrangement for any absenteeism.
  • Responding to the OG Escalation (P1 and otherwise) and creating or ensuring creation of OG tickets in case of any escalations.
  • Weekly / monthly performance reviews with the Partners.
  • Deeply understand customer pain, implement new processes and contribute to ongoing process improvements.
  • Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to monthly budgets.
  • Roll-out organizational goals / objectives with the Partner teams and maintain strong relationships with Partner Leadership.
  • Work closely with various cross-functional teams that would include Product, Tech, Ops teams, etc, to align to the org objectives and socialize key ideas for customer happiness improvements.
  • Implement strong processes with the help of all Support Function (Training ) teams that cater to higher efficiency and performance.
  • Drive actions on Key identified projects such as Repeat% reduction, FCR enhancement etc.
  • WHAT WE ARE LOOKING FOR

  • 5+ years in Team Management in a Customer Care, BPO, Contact Centre environment leading operations.
  • Demonstrated knowledge and skills in all phases of operations including planning, forecasting, Q&Q and training etc
  • Must also have a good working knowledge of how WFM works
  • Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
  • Highly motivated, creative and a self-starter, able to excel with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented.
  • Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.
  • Ability to multitask and work under a pressure situation.
  • Highly proficient in Microsoft Office Excel, Access, PowerPoint
  • BENEFITS : One of Circles.Life's key missions is to build the best place to work and grow. In order to do that, we offer :

  • Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow.
  • Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands

  • Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and beyond.
  • Talent Mobility - Circles.Lifers are given the opportunity to change roles internally, across functions and / or offices, through multiple structured programs (i.
  • e. internal transfers, job shadowing or job rotation). We've witnessed many successful examples -e.g., from HR lead to Business Development Senior Manager.

  • Talent Development - We stand for a culture of continuous learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts.
  • Attractive Total Rewards (Salary + Equity) - We offer highly competitive salary and bonus inline with top tier technology companies, and equity for ALL employees (up to 6 months of annual salary worth for top performers).
  • That means, unlimited upside based on company's performance.

    Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

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