Customer Experience Lead

2 weeks ago

Manila, National Capital Region, Philippines beBeeCustomerExperience Full time $60,000 - $80,000
Job Overview:

The Customer Experience Lead is responsible for supporting the team and ensuring tasks are carried out efficiently.

Main Responsibilities:
  • Conducts root cause analysis, responding to clients promptly and brainstorming solutions with operations.
  • Manages audit findings, results, and their impact on customer experience metrics, including processing disputes and collaborating on audit guidelines.
  • Ensures data accuracy, maintains updated records, and meets with management to discuss findings, trends, and recommendations.
  • Coaches analysts for skill development and performance improvement, ensuring compliance with audits and targeted listening.
  • Manages client communication, contributes to process improvement, monitors team morale, facilitates discussions, resolves concerns, and handles administrative tasks.
Qualifications:
  • Bachelor's degree in any field
  • Six Sigma Yellow Belt certification
  • Minimum of 2 years People Management Experience
  • At least 4 years working experience in a call center with at least 3 years within the quality space
  • Proficiency with MS Office applications (i.e. Word, Excel, PowerPoint)
Key Qualities:
  • We value our customers and communities first.
  • We adapt to change and innovate.
  • We grow through teamwork.
Languages:

English proficiency is necessary due to global operations and diverse clientele. Fluency in an additional language is an asset.

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