Customer Experience Team Leader

6 days ago


Manila, National Capital Region, Philippines William Hill PLC Full time

Company Overview:

evoke is a leading business that provides exceptional customer experiences. As part of our team, you will be responsible for delivering high-quality coaching to Customer Service Advisors and Shift Leaders.

Job Description:

The Team Manager role is critical in driving the success of our team. You will be responsible for providing coaching, support, and guidance to Advisors and Shift Leaders to ensure they have the skills and knowledge needed to deliver exceptional customer experiences.

Responsibilities:

  • Provide regular coaching sessions to Advisors and Shift Leaders to improve their skills and knowledge.
  • Develop and implement training programs to enhance Advisor performance.
  • Maintain accurate records of Advisor performance and provide regular feedback.
  • Work closely with HR to resolve any disciplinary issues or concerns.
  • Demonstrate leadership by promoting a positive and inclusive work culture.

Requirements:

  • Bachelor's degree in a relevant field (e.g., Business Administration, Human Resources).
  • At least 2 years' experience in a customer-facing role, preferably in a call center environment.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a team environment.
  • Possesses strong analytical and problem-solving skills.


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