Senior Customer Service Operations Lead

1 day ago

Iloilo City, Western Visayas, Philippines beBeeCustomer Full time ₱800,000 - ₱1,500,000
Job Title: Customer Support Manager

The Customer Support Manager plays a pivotal role in overseeing and enhancing the customer service operations. This position focuses on the human aspect of customer support, driving initiatives to improve employee performance, customer relationships, and team dynamics.

Key Responsibilities:

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
  • Advocate for the needs and professional growth of the support team within the broader company framework.
  • Collaborate with leadership to ensure alignment between company objectives and the customer service team's approach.

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