Deskripsi Pekerjaan
Are you a seasoned operations leader with a passion for digital advertising and client excellence? Teleperformance is seeking a high-caliber Customer Experience Operations Manager to join our team in Taguig City. In this pivotal role, you will be the driving force behind end-to-end operational success for our advertising platform partners.
You will bridge the gap between complex operational requirements and people strategy, ensuring that performance metrics are not only met but exceeded. The ideal candidate is a strategic thinker who can navigate the fast-paced ecosystem of digital advertising, foster high-performing teams, and cultivate strong stakeholder relationships to deliver world-class service experiences.
Tanggung Jawab
- Oversee end-to-end operational performance for advertising platform accounts, ensuring strict adherence to SLAs and KPIs.
- Develop and implement innovative people strategies to improve employee engagement, retention, and performance consistency.
- Act as the primary point of contact for client stakeholders, translating business goals into actionable operational workflows.
- Analyze operational data to identify trends, performance gaps, and opportunities for process optimization.
- Manage workforce planning and resource allocation to ensure optimal service delivery during peak campaign cycles.
- Collaborate with cross-functional support teams (QA, Training, WFM) to enhance overall service quality.
- Drive continuous improvement initiatives to streamline workflows and increase platform adoption and advertiser satisfaction.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in BPO operations management, specifically within advertising platforms or digital marketing support.
- Strong background in people management, with a proven track record of leading large, diverse teams in a high-pressure environment.
- Deep understanding of digital advertising ecosystems, ad-tech platforms, and client-facing operational excellence.
- Exceptional analytical skills with the ability to interpret complex performance reports and execute strategic adjustments.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
- Proficiency in CRM tools, data visualization software, and workforce management platforms.