L1 Operations Manager - Customer Care

Xerox Philippines is seeking an L1 Operations Manager for their Customer Care team in Cebu. This role involves overseeing the daily operations of the customer care department, which includes managing Customer Care Senior Specialists, Specialists, Process Analysts, and Team Leaders. The Operations Manager will ensure that customer service delivery meets established service level agreements and key performance indicators, while also focusing on continuous improvement in processes. Key responsibilities include resource allocation to meet customer demands, managing case handling and escalation processes, and driving team performance and customer satisfaction. The position requires strong leadership skills, experience in customer service operations, and the ability to resolve complex issues effectively. While the advert does not specify language requirements or working arrangements, the role is suited for individuals with a background in operational management and a commitment to enhancing customer experiences.