Customer Happiness Manager

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.

• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.

• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

ABOUT THIS ROLE

• Circles.Life is looking for a Customer Happiness Manager who can independently manage Customer Service operations across In House Teams and the BPO partners.. 

• To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.

ABOUT CIRCLES.LIFE

Circles.Life is Asia’s first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion dollar industry. We launched our services in Singapore in 2016, and have since expanded to Australia, Taiwan, Indonesia and Japan. We are leading the market in innovation, customer satisfaction and growth.

More recently, Circles has set its sights on the B2B vertical SaaS market, offering our proprietary cloud-native solutions to telcos worldwide. Amidst the software exodus to the cloud, our innovative tech stack has enabled major operators to modernise their mission-critical systems and B2C portals, transforming themselves into digital leaders in an ever-evolving consumer market.

Circles.Life was founded by Rameez Ansar (ex-Temasek, BCG), Abhishek Gupta (ex-McKinsey, Bain Capital, StanChart PE) and Adeel Najam (ex- Nokia, Huawei, Starhub). It now employs 300+ people over 5 APAC offices. It is the portfolio company of Warburg Pincus and Sequoia Capital.

• YouGov Customer's Choice - Top 5 most loved Singapore brands (2nd year running)

• Seedly - Top Telco for Customer Service

• IMDA Consumer Awareness and Satisfaction Survey 2018 - Top Telco for Customer Satisfaction

• Influential brands - Top Employer 2019

WHY THIS ROLE IS UNIQUE

Unparalleled access - Not only will the successful candidate have exposure to broad content knowledge across functions, but they also understand how the senior leaders think and know what’s top of mind. They should use this to connect dots across projects to improve decision-making and team effectiveness.

Career accelerant - Opportunity to be part of a team that build and scale the new SaaS business vertical and influence overall strategies and product vision with huge potential for growth.

10X - Be part of a fast-growing organisation with ambitious plans to expand into multiple more markets and verticals, and help be the one to make it happen

WHAT YOU'LL DO

• Responsible for managing end to end CH operations (as Operations and Vendor Manager)

• Ownership of daily/weekly/monthly performance delivery of all partner teams. Working with in-house and Partner teams to ensure all deliverables are met on various metrics like CSAT, Quality, SLAs, and efficiency related metrics. 

• Managing Key KPIs like CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve rate%, and involvement in NPS management.

• Check attendance for IH and BPO partners both for agent-levels and Team Leads including ensuring the backup arrangement for any absenteeism.

• Responding to the OG Escalation (P1 and otherwise) and creating or ensuring creation of OG tickets in case of any customer interactions identified outages 

• Daily and Weekly performance reviews with the Partners. 

• Deeply understand customer pain, implement new processes and contribute to ongoing process improvements.

• Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to monthly budgets.

• Roll-out organizational goals/objectives with the Partner teams and maintain strong relationships with Partner Leadership. 

• Work closely with various cross-functional teams that would include Product, Tech, Ops teams, etc, to align to the org objectives and socialize key ideas for customer happiness improvements. 

• Implement strong processes with the help of all Support Function (Training ) teams that cater to higher efficiency and performance.

• Drive actions on Key identified projects such as Repeat% reduction, FCR enhancement etc.

• Handle customer complaints and executive escalations - be able to handle complex and difficult situations including customer complaints that require intervention or escalation from the Level II agent or a Supervisor where a customer is requesting to speak to a manager level or higher.

WHAT WE ARE LOOKING FOR

• 5+ years in Operations Management in a Customer Care, BPO, Contact Centre environment leading operations. Experience in Vendor Management is a plus.

• Demonstrated knowledge and skills in all phases of operations including planning, forecasting, Q&Q and training etc

• Must also have a good working knowledge of how WFM works

• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure

• Highly motivated, creative and a self-starter, able to excel with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented.

• Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.

• Ability to multitask and work under a pressure situation.

• Highly proficient in Microsoft Office – Excel, Access, PowerPoint

BENEFITS: One of Circles.Life's key missions is to build the best place to work and grow. In order to do that, we offer:

• Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow. Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands

• Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and beyond.

• Talent Mobility - Circles.Lifers are given the opportunity to change roles internally, across functions and/or offices, through multiple structured programs (i.e. internal transfers, job shadowing or job rotation). We've witnessed many successful examples -e.g., from HR lead to Business Development Senior Manager.

• Talent Development - We stand for a culture of continuous learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts.

• Attractive Total Rewards (Salary + Bonuses) - We offer highly competitive salary and bonus inline with top tier technology companies. That means, unlimited upside based on company's performance.

• Benefits - Mobile bill reimbursement for all Circles.Lifers and their dependents and medical insurance. 

Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Data Protection and Privacy Statement 

By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.