Customer Service Center Excellence Lead - BGC, Taguig; Onsite

Process Excellence

Service Delivery Management

Job Type: Full-Time

Job Summary:

As a Customer Service Center for Excellence Lead, you will be a pivotal member of our Center of Excellence, supporting select programs across Manila delivery centers. You will partner with stakeholders during client transitions, actively collaborate with delivery teams to meet and exceed SLA/KPI targets, and drive continuous improvement initiatives. Your expertise in process excellence and service delivery management will enable you to elevate our customer service operations and share best practices throughout our team.

Key Responsibilities:

• Collaborate with Solutions Design team during pre-transition phases, providing support for RFP responses, SoW reviews, and due diligence activities.
• Develop and recommend optimized “to-be” processes and frameworks for new client transitions, including input on SLA/KPI structures.
• Spearhead hiring, knowledge transfer, and comprehensive training initiatives to ensure seamless onboarding and operational readiness.
• Support ramp-up activities, including Service Now dashboard development and go-live assistance.
• Establish and maintain governance, training plans, and robust reporting structures for ongoing operations.
• Liaise with Workforce Management and the BEC team to finalize requirements and scheduling.
• Manage client escalations, analyze performance metrics, and implement continuous improvement strategies to ensure best-in-class service delivery.

Required Skills and Qualifications:

• Minimum 5 years of BPO customer service experience, with a proven track record in process and service delivery excellence
• At least 4 years of leadership experience managing customer service teams in a fast-paced environment
• Demonstrated ability to communicate effectively, both in writing and verbally, with internal and external stakeholders
• Bachelor’s degree from any field
• Deep understanding of SLA/KPI frameworks and governance models
• Willingness to work in shifting schedules and 100% onsite in BGC, Taguig
• Immediate availability to join our team

Preferred Qualifications:

• Experience supporting multiple programs across delivery centers
• Proficiency in Service Now and advanced data reporting tools
• Background in process transformation within the BPO sector