Senior Leadership Professional

2 weeks ago

Ilocos, Philippines beBeeLeadership Full time

Key Leadership Role

Job Description

We are seeking a senior leadership professional to oversee, coach and develop our Customer Care team. The ideal candidate will have experience in managing a team of direct reports, with a proven track record of streamlining workflows and excellent people management skills.

Responsibilities:
  • Oversee and manage the day-to-day activities of the Customer Care team.
  • Develop and implement strategies to improve customer satisfaction and resolve issues efficiently.
  • Monitor email/call volume, email backlogs, and actions/responses of the agents or team members to maintain and improve the resolution's quality and integrity.
  • Assist in agent goal-setting practices and provide coaching and feedback to team members.

Qualifications

  • Bachelor's Degree or Associate Degree in a related field.
  • In-depth knowledge and experience in process management.
  • 4-5 years of experience in a leadership role with over 2 years of experience as a Lead/SME.
  • Experience in managing a team of 50 to 60 associates.
  • Proven track record in developing trust and professional rapport with employees and team members.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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