Customer Experience Manager

3 days ago


Manila, National Capital Region, Philippines beBeeLeadership Full time $37,231 - $60,642
Job Description

We are seeking a Team Lead to join our team. The ideal candidate will be responsible for driving performance, coaching, and managing teammates to provide exceptional customer experiences.

The Team Lead will manage day-to-day planning and operations of the team, ensuring each teammate delivers on Service Level Agreements (SLAs) and achieves Key Performance Indicators (KPIs). They will also organize and manage the team, train and develop teammates through team huddles and coaching sessions, evaluate strengths and weaknesses, offer solutions for team growth and development, create reports of team performance, and document feedback from clients.

Responsibilities:
  • Manage day-to-day planning and operations of the team;
  • Ensure each teammate delivers on SLAs and achieves KPIs;
  • Organize and manage the team;
  • Train and contribute to the development of teammates;
  • Evaluate the strengths and weaknesses of teammates;
  • Offer solutions for team growth and development;
  • Create reports of team performance and document feedback from clients;
Qualifications/Requirements

To be successful in this role, you will need:

  • At least two years of relevant Team Lead experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
  • Excellent verbal and written communication skills;
  • Above-average technical knowledge;
  • Previous experience working in phone, email, and live chat customer support roles;
  • Familiarity with e-commerce, Zendesk, or any other CRM tools;
  • Flexibility and willingness to work on different shifts.


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