Customer Experience & Operations ManagerWellington, New Zealand | Posted on 07/02/2025At Monster Group, we believe in empowering customers through simplicity, clarity, and service that saves time, money, and confusion.
As a fast-growing, multi-brand organization with global reach — including Electricity Monster, Internet Monster, and Solar Monster — our Philippines contact center is at the heart of everything we do.We're now looking for a Customer Experience & Operations Manager to lead this high-performing team.
This is a pivotal role, one that blends strategic oversight with hands-on leadership across our sales, customer service, and quality assurance areas.Key ResponsibilitiesManage, coach, and develop team leads, supervisors, and agents across CS, Sales & QAFoster a performance-driven and customer-obsessed team culture within our PH OperationDrive employee engagement and retention through leadership, recognition, and supportPlay a pivotal role in hiring, onboarding, and L&D in partnership with HR and Talent AcquisitionOperational ExecutionEnsure teams meet or exceed daily, weekly, and monthly KPIsContinuously optimize operational workflows for, conversion rates and call qualityLead and scale SOPs across Sales, Support, and QA with strong compliance alignmentCustomer Experience & StrategyServe as the operational voice in customer journey improvement effortsPartner with Marketing and Tech to drive process automation, CRM enhancements, and self-service initiativesAnalytics & ReportingAnalyze performance data to identify trends, root causes, and improvement opportunitiesPrepare and present operational performance updates to senior leadershipLead continuous improvement projects with measurable business impactCross-Functional CollaborationWork with global teams (NZ, UK, SA) to align on sales scripts, service messaging, compliance, and trainingEnsure quality and brand consistency across all touchpointsSupport implementation of new technologies, tools, and customer platformsRequirements6–10 years' experience in call center leadership roles, preferably in performance-driven, fast-scaling environmentsProven ability to lead teams across customer service, outbound sales, and QA functionsStrong understanding of call center metrics, workforce planning, coaching methodologies, and QA frameworksHands-on familiarity with CRMs, dialers, and QA tools (e.g. ZOHO Suite, 8x8 etc)Strong analytical skills with a data-led mindset for decision-makingExcellent communicator with the ability to lead in high-pressure environmentsPassion for service, people, and process excellenceAbility to work remotelyAt Monster Group, we don't just hire, we build futures.
From humble beginnings in 2015 helping Australians save on their energy bills, we've grown into a category-leading player in the energy, telco, and solar space.
But our biggest strength?
Our people.We've created a culture that's performance-driven but people-first, high-growth but down-to-earth, and full of real opportunity.
You'll join a passionate team where your ideas are valued, your experience is respected, and your success is celebrated.
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