High-Performing Team Lead

2 days ago

Pasig, National Capital Region, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Job Opportunity

We are seeking a highly skilled and proactive Team Manager to lead our Customer Experience team.

  • As a critical role, you will be responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction.

The successful candidate will have a proven track record of improving and maintaining high service levels and customer satisfaction.

Key Responsibilities:

  • Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
  • Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Developing & training new joiners for the role.
  • Documentation & Reporting: Documenting all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Providing clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
Core Skills and Competencies
  • Exceptional Verbal and Written Communication in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Proficiency with Customer Service Tools and Analytics Platforms
Requirements
  • 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
  • Proven track record of improving and maintaining high service levels and customer satisfaction.
  • Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
  • Outstanding command of the English language, both written and spoken.

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