Deskripsi Pekerjaan
Join AboitizPower's dynamic team as CX Quality and Optimization Manager, where you'll spearhead transformative initiatives to elevate customer experience excellence. This pivotal role requires a strategic leader passionate about identifying innovative methodologies to establish and elevate industry standards for customer engagement. You'll orchestrate comprehensive quality assurance frameworks, analyze customer interaction data to uncover actionable insights, and drive cross-functional collaboration to optimize service delivery. Your expertise will directly impact customer satisfaction metrics, loyalty programs, and operational efficiency across all touchpoints. AboitizPower offers a collaborative environment where your leadership will shape the future of customer-centric operations in the energy sector.
Tanggung Jawab
- Develop and implement comprehensive CX quality assessment frameworks and optimization strategies
- Analyze customer feedback, call recordings, and performance metrics to identify improvement opportunities
- Lead cross-functional teams to enhance customer journey mapping and service delivery processes
- Establish KPIs for CX performance and monitor progress against organizational targets
- Design and execute training programs to elevate customer service standards across departments
- Collaborate with product and operations teams to integrate customer insights into service enhancements
- Report on CX trends and provide strategic recommendations to executive leadership
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field; Master's preferred
- Minimum 5 years' experience in CX management, quality assurance, or call center operations
- Proven expertise in developing and implementing CX optimization methodologies
- Advanced analytical skills with proficiency in CRM systems and data visualization tools
- Strong leadership abilities with experience managing cross-functional teams
- Certification in Six Sigma, Lean, or Customer Experience Management is advantageous
- Exceptional communication skills with ability to articulate complex concepts to diverse stakeholders