Department Manager - Customer Experience Supporting

About the Role

We are looking for a candidate that will be responsible for improving the overall journey of Customer Experience (CX) from managing agent training, working process planning and optimizing. We are looking forward to a team member that has the same value of improving customer experience, being active and energetic.

Role & Responsibilities:

• Service Capability Development
  Design and continuously enhance training programs to develop a high-performing service workforce
  Equip teams with strong product knowledge, customer engagement skills, and a customer-centric mindset
• Knowledge Management Excellence
  Own and develop a robust knowledge management framework, including agent playbooks and support materials
  Ensure frontline teams have access to accurate, up-to-date, and actionable information
• Operational Governance & SOP Optimization
  Establish and refine standard operating procedures (SOPs) to drive consistency, efficiency, and scalability
  Continuously assess and optimize processes to improve service delivery and compliance
• Quality & Performance Management
  Oversee BPO partner performance against defined KPIs and service standards
  Identify performance gaps and lead structured improvement initiatives to elevate service quality
• Cross-Functional Stakeholder Leadership
  Collaborate closely with business, operations, and technology teams to align priorities and resolve service challenges
  Act as the key bridge between internal stakeholders and external service partners
• CX Transformation & Project Delivery
  Lead customer experience initiatives from concept to execution
  Drive clear outcomes through structured planning, strong governance, and measurable impact

Qualifications

• 5–8 years of experience in Customer Service, Call Center, or Customer Experience (CX) with a minimum of 3 years in leading role.
• Bachelor’s degree or higher in Business Administration, Management, Corporate Communications, or related fields.
• BPO management experience
• Strong knowledge in retailer, B2B, B2C industry, and hospitality management field. E-commerce experience is a plus.
• Good communication skills.
• Being energic, Keen to learn new things, and being flexible to adapt