Customer Service Program Manager
Circles
Posted
3 months ago
Central Luzon, Philippines
Onsite
PHP 80K
Mid Level
Full Time
Sema Summary
The Customer Service Program Manager will oversee customer support operations for a new digital telco brand in the MENA region. This role involves managing vendor relationships and optimizing customer service processes for efficiency and satisfaction.
About Company
Founded in 2014, Circles is a global technology company transforming the telco industry with its SaaS platform. It operates distinct businesses, including Circles.Life and Jetpac, offering a variety of innovative digital services.
Core Requirements
- Bachelor's degree or equivalent experience
- 8-10 years in vendor or program management
- Experience in customer service excellence frameworks
- Knowledge of cost optimization in BPO environments
- Excellent communication and interpersonal skills
Responsibilities
- Manage BPO partner relationships and performance
- Establish and optimize vendor management frameworks
- Lead the implementation of new service programs
- Define and monitor service level agreements (SLAs)
- Collaborate on readiness for launch campaigns
- Oversee contract lifecycle for third-party vendors
- Track customer service metrics for continuous improvement
Must Have skills
Job Keywords
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