Lead Customer Experience Manager

4 days ago

Makati City, National Capital Region, Philippines beBeeCustomerService Full time ₱3,100,000 - ₱3,900,000

About the Role

As a Customer Service Director, you will oversee the Contact Center's core operations, driving efficiency and performance to meet company goals. Key responsibilities include ensuring service levels in multiple channels, developing quality metrics, and optimizing work schedules.

 

Main Objectives:

  • Meet or exceed customer satisfaction targets across all contact channels
  • Drive business growth through effective customer engagement and retention strategies
  • Collaborate with cross-functional teams to identify process improvements and implement change
  • Develop and maintain strong working relationships with support teams to enhance call flow guidelines and training programs

 

Key Performance Indicators (KPIs):

  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Service Level Targets
  • Quality Metrics (e.g., CSAT, NPS)

 

Skills and Qualifications:

  • Bachelor's degree in a relevant field
  • Minimum 4 years' experience as a manager or in a related role
  • Experience in quality, data, and/or business analysis
  • Strong people management skills
  • Process knowledge an advantage

 

About Us

We offer a dynamic and supportive work environment that fosters growth and development. If you are passionate about delivering exceptional customer experiences and have a drive for excellence, we encourage you to apply.

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