Customer Experience Leader

6 days ago


Pasig, National Capital Region, Philippines MCI Full time
Job Description

The Call Center Sales Manager is responsible for overseeing all aspects of our call center team, ensuring an exceptional customer experience in all customer touch-points. This involves managing a team of supervisors to develop efficient operations, promote sales, and customer services.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

To succeed in this role, you must demonstrate leadership, direction, and motivation to the workforce.

Responsibilities
  • Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
  • Responsible for coaching and developing reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Direct workforce management activities and set performance goals and objectives accordingly.
  • Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
  • Provide team motivation and development to maximize sales opportunities.
  • Responsible for the overall performance and productivity of direct reports.
  • Responsible for weekly payroll review and submission to ensure correct entries.
  • Responsible for driving the growth of revenue and profit originating from a call center.
  • Proven ability to meet performance, efficiency, and quality assurance targets.
  • Monitor individual and team results to identify and act on both positive and negative performance.
  • Communicate key messages effectively to ensure that direct reports are informed of process changes.
  • Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  • Determine work procedures, prepare work schedules, and expedite workflow.
  • Responsible for hiring, coaching, and terminating call center employees.
  • Be a subject matter expert on your client's business.
  • Manage remote employees as needed.
  • Other duties and responsibilities as assigned.


  • Pasig, National Capital Region, Philippines Riders Unique Experience Corporation Full time

    Job OverviewRiders Unique Experience Corporation seeks a Sales and Service Leader to join its team. This role involves overseeing store operations, managing staff, and driving sales growth while delivering exceptional customer experiences.ResponsibilitiesLead daily store operations, focusing on sales growth, customer satisfaction, and employee...


  • Pasig, National Capital Region, Philippines MCI Full time

    Job OverviewThe ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires advanced leadership skills, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client-facing is essential.We are seeking a highly motivated and results-driven...


  • Pasig, National Capital Region, Philippines MCI Full time

    Account Leadership OpportunityWe are seeking an exceptional Account Leader to join our growing team. As an Account Leader, you will be responsible for leading a portfolio of accounts and developing strategic plans to drive growth and revenue.This is an exciting opportunity for a results-driven individual to take their career to the next level. If you have a...


  • Pasig, National Capital Region, Philippines Mass Markets Full time

    Lead the Way in Customer ExperienceMass Markets is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and innovation, we have established ourselves as a trusted partner in the industry.As a high growth organization with an entrepreneurial culture, we...


  • Pasig, National Capital Region, Philippines TaskUs Full time

    About the Role:We are seeking an experienced Operations Manager to join our team, focusing on customer experience operations for a travel account specializing in cruise lines. As a key member of our leadership team, you will drive results, foster collaboration, and promote employee growth.About TaskUs:TaskUs is a global provider of outsourced digital...


  • Pasig, National Capital Region, Philippines J-K Network Services Full time

    Role OverviewThe Operations Manager will play a critical role in ensuring the smooth operation of our customer care, technical support, and e-commerce teams. This includes overseeing multiple teams, applying the Employee Handbook to direct reports, and monitoring client escalation.Key Responsibilities- Apply the Employee Handbook to direct reports- Monitor...


  • Pasig, National Capital Region, Philippines The Results Companies Full time

    About UsThe Results Companies is a global leader in customer experience solutions, providing innovative and effective solutions to our clients. Our mission is to deliver exceptional service to our customers, and we're looking for talented individuals like you to join our team.Your RoleAs a Customer Experience Representative, you will act as the frontline...


  • Pasig, National Capital Region, Philippines VS12 Full time

    Job OverviewThe Digital Experience Leader will play a crucial role in shaping our company's brand identity and user experiences. This position requires a deep understanding of design processes, project management principles, and marketing fundamentals.Key Responsibilities:Develop and implement design strategies that align with our company's overall...


  • Pasig, National Capital Region, Philippines Onelife Studio Inc Full time

    Are you a results-driven leader looking for a new challenge?About Onelife StudioWe're a leading fitness and wellness brand dedicated to empowering our community to live their best lives.In this full-time role, you'll play a key part in driving business growth and success by leading sales and operations teams, analyzing data, and maintaining operational...


  • Pasig, National Capital Region, Philippines Mass Markets Full time

    About This OpportunityWe are seeking an experienced leader to join our team as a Contact Center Operations Manager. In this role, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring excellent customer service and driving business growth.You will lead a team of sales supervisors and collaborate with...

  • Operations Manager

    5 days ago


    Pasig, National Capital Region, Philippines AireSpring Full time

    We are seeking a highly skilled Care Manager – Service Assurance to oversee all aspects of our customer service operations. This role requires a hands-on leader with BPO experience, call center expertise, and strong managerial skills to drive service excellence and operational efficiency.The successful candidate will be responsible for managing inbound and...


  • Pasig, National Capital Region, Philippines San Miguel Corporation Full time

    Food Technologist LeaderWe are looking for a highly skilled Food Technologist Leader to lead our product development efforts at San Miguel Corporation. As a leader in our product development department, you will be responsible for driving innovation and excellence in our products.Key Responsibilities:Develop new products and improve existing ones to meet...

  • Experience Expert

    2 days ago


    Pasig, National Capital Region, Philippines ClearSource Full time

    At ClearSource, we believe that exceptional customer experiences drive business success. We are looking for a talented Customer Experience Specialist who shares our passion for delivering outstanding service.This is an exciting opportunity to join our dynamic team and make a meaningful contribution to our clients' success. As a Customer Experience...


  • Pasig, National Capital Region, Philippines The Results Companies Full time

    About the RoleWe are seeking a skilled Quality Assurance Analyst to provide expert observations on customer interactions by reviewing and auditing incidents, calls, emails, chat, and customer survey responses against legal and customer experience requirements.This role involves evaluating and analyzing calls, emails, chat, transaction data, and customer...


  • Pasig, National Capital Region, Philippines MirandaHR Full time

    About MirandaHR:We value our customers and strive to provide exceptional service through our team of dedicated professionals. As a Customer Service Representative, you will play a critical role in supporting our customers and ensuring they have a positive experience.Job Summary:This is a challenging and rewarding role that requires strong communication and...


  • Pasig, National Capital Region, Philippines The Results Companies Full time

    Customer Experience Representative - PasigA Customer Experience Representative or Customer Service Representative is the program's frontline support and acts as a link between customers and businesses. In consumer sales, you will be responsible for helping resolve product issues, answering account and billing questions, and in some cases, making new sales....


  • Pasig, National Capital Region, Philippines Mass Markets Full time

    About the RoleWe are seeking a skilled Customer Experience Manager to join our Mass Markets team. The successful candidate will be responsible for leading a team of 5-10 supervisors, driving business results, and ensuring high-quality customer experiences.The ideal candidate will have a proven track record in call center operations management, with a strong...


  • Pasig, National Capital Region, Philippines GDV-STACKph Full time

    Are you a customer-focused individual looking for a new challenge? Do you have excellent communication skills and experience working in a fast-paced environment? If so, we encourage you to apply for the Customer Experience Associate position at GDV-STACKph.As a Customer Experience Associate, you will be responsible for handling various tasks related to...


  • Pasig, National Capital Region, Philippines Robinsons Land Corporation Full time

    About the RoleWe are seeking a skilled Customer Experience Manager to join our team at Robinsons Land Corporation. As a key member of our marketing team, you will be responsible for running CRM marketing campaigns that drive customer engagement and retention. Your primary focus will be on analyzing customer pain points to assist with journey mapping and...


  • Pasig, National Capital Region, Philippines Azeus Systems Limited Full time

    Azeus Systems Limited is a leading provider of innovative collaboration solutions. We are seeking a highly motivated Customer Experience Champion to join our team and contribute to the success of our customers.The ideal candidate will be responsible for ensuring that our customers achieve their goals through effective use of our Convene platform. This...