CX Case Management Lead

Globe Telecom · 18F The Globe Tower

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.

DUTIES AND RESPONSIBILITIES:

Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows.
Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challenges
Champion customer experience improvement in CRM workflow management
Drive automation and system improvement initiatives to lessen agent-assisted transactions and manual processes
Partners with representatives of other internal and external groups to identify and address workflow design issues
Identify performance improvements in existing workflows and recommend enhancements
Identifies and effectively prioritizes workflow design requirements and regularly communicates updates to stakeholders
Engage key stakeholders and participate with them on monitoring and reporting progress of work streams.
Define the high level requirements, governance, metrics, and management practices to be used for case management.
Set overall direction for the team and conduct mobilization team orientation
Supervise and lead project plans, assign action items as needed, track progress, cascade updates and changes within and outside the CXM organization
Work closely with other development teams to ensure the end to end solution meet the business requirements
Be aware of security implications when implementing solutions
Maintain accountability for the delivery of program capabilities and business results
Provide regular reporting to management
Disseminates information to all stakeholders in a manner that will help facilitate and help ensure front liner and customer change management prior launch dates
Facilitate discussions on system improvements concerning workflow management
Provides user requirements and follow through to ensure end to end solution is met
Align with contact center BPOs on workflow challenges, gathers insights and engage them as stakeholders in redesigning CX

KPIs:

NPS
- % Case Resolution
- % Repeat Reduction
- % Reduction in Manual Processes
- % End to end automation in GlobeOne
Internal Customer Satisfaction
Individual Development Plan
CXM Opex

COMPETENCIES:

Critical thinking to dissect performance issues and identify root causes and solve problems

Strong orchestration, consultation, facilitation and communication skills

An ability to work autonomously and collaboratively

Excellent attention to detail, with strong organizational skills

Experience in Project Management

Experience in CRM development and integration preferred

SKILLS:

Soft Skills: Creative Communications, Relationship Development
Hard Skills: Project/Program Management, Change Management
Certification/License: Change Management

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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