Job Summary:

This role requires a multi-talented leader with deep CX background to help InteLogix evolve its customer care organization onsite in Bacolod City, Negros Occidental, PH. The ideal candidate will be focused on setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

Key Responsibilities:

• Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
• Manage client communication and relationships.
• Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.<...