Senior Customer Experience Manager

2 weeks ago

Imus, Calabarzon, Philippines beBeeTeamLeader Full time ₱5,000 - ₱7,000

About the Role:

We are seeking a highly skilled and motivated individual to fill the Team Leader position. As the main point of contact for all team members, this person will play a vital role in ensuring exceptional service to our clients and maintaining an excellent work environment.

The successful candidate will have strong verbal and written English skills, a solid background in performance management concepts, and the ability to adapt to shifting schedules.

Responsibilities include reviewing calls and tickets to ensure that Service Level Agreements (SLAs) are met, handling calls and tickets as needed, monitoring calls and assisting with Quality Assurance audits, and periodically or daily, monitoring the team's attendance.

This is an exciting opportunity for someone who thrives in a fast-paced environment and can provide excellent coaching knowledge and skills to support agent growth and development.

  • Act as the primary point of contact for all team members
  • Collaborate closely with Training associates
  • Review calls and tickets to verify SLA compliance
  • Submit regular updates or reports
  • Handle calls and tickets as necessary
  • Monitor calls and assist with Quality Assurance assessments
  • Maintain accurate records of team attendance
  • Communicate effectively with leadership on account-related matters
Requirements:

Essential Skills and Qualifications:

  • Superior verbal and written English communication skills
  • Solid understanding of performance management principles
  • Ability to work in a dynamic environment with varying schedules
  • Excellent coaching and training abilities
  • Above-average analytical and problem-solving skills
  • Strong decision-making abilities
  • Familiarity with call center tools and processes
  • Capacity to develop and implement strategic plans to achieve company objectives

Bonus Points:

  • Demonstrated track record of achieving targets and improving agent performance
  • Customer-focused mindset with a passion for delivering exceptional service
  • Strong organizational and time management skills
About Our Ideal Candidate:

We seek a dedicated professional with a proven ability to lead by example, foster a positive team culture, and drive results-driven initiatives. If you possess these qualities and are eager to grow with our organization, we encourage you to apply.

Please note that this is not a job title but a role description. The ideal candidate must have relevant experience in the customer service industry.

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