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Seeking: Manager, Operations (VPR), Romblon in Romblon, Mimaropa

Management

Responsibilities:Responsible for customer care best practices, compliance adherence, staff training and staff retentionImplement industry best practices for strategic growth of the customer care team through continuous improvements in customer experienceCoordinate with the Information Technology department to develop data collection processes required to support the REO customer care performance scorecardAnalyze and evaluate monthly performance based on identified timeline and quality performance goalsDeliver monthly performance scorecards and other supporting reportsIdentify and communicate opportunities for process and performance improvementFacilitate improving performance through proactive communication and coordination of corporate goals and objectives within the Real Estate Services networkKey Result Areas:Implement a system of industry best metrics reportingCreate and implement a training program for customer care associatesHold customer care organization to daily production requirements including right party contact rates, acceptance rates and call volumeQualifications:Bachelor s degree required; Business, Finance or Statistics major a plus10-15 years to work experience with at least 5-6 years in managing a multi-channel customer care (inbound and outbound calls, emails and chat)Experience in designing and managing performance programs is desirableExcellent verbal and written communication skillsOutstanding analytical and problem-solving skillsProfessional demeanor with the ability to effectively communicate with internal and external stakeholders and service providersProficiency in Microsoft s Office suite of products (Word, Excel, Access, PowerPoint, and Outlook)Occasional travel required
Company
Leading Technology Services Firm
ivyexfdec2
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