Call center agent

Job Description

Posted on 21 July 2025

Position: Deputy General Manager- PEX

• - Manages delivery of projects and process improvements by working closely with business stakeholders.
• - Own the execution of the CS CX roadmap and timely delivery of projects therein.
• - Supports central program team with product, feature and capability launches. Acts as subject matter expert and ensures bar-raising experiences are delivered for customers.
• - Drives a culture change in across business functions to ensure customer experience improvement is considered as a top priority for business leaders.
• - Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends and drives resolution of issues to closure.
• - Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities.
• - Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews with Operations teams and senior leadership.
• - Proactively manages large scale customer impacting issues and creates systemic fixes and mechanisms to address them.
• - Act as change agent towards a broad range of stakeholders, driving change through robust delivery and governance mechanisms

Qualifications/Requirements

• - Bachelor’s Degree
• - PG Management diploma or degree from reputed institutions
• - Certifications in Lean, Six-sigma black-belt and other process and business improvement methodologies
• - Understanding of Data Science modeling, Machine learning, business process re-design and automation
• - Understanding of project finance, cost and benefit analysis

Name of foreign national intending to apply for the position

Intended period of employment: 2 years

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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