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Expert Leader

2 weeks ago

Manila, National Capital Region, Philippines beBeeStrategic Full time $60,000 - $80,000
Job Description

We are seeking an experienced leader to join our team as an Associate Manager, Support. As a key member of our support organization, you will play a pivotal role in shaping both the agent and customer experience by blending frontline leadership with strategic problem-solving and collaboration.

You will lead, motivate, and inspire a team of support agents to consistently deliver exceptional service and meet performance goals. Your day-to-day will involve coaching agents through one-on-ones, side-by-sides, and feedback sessions—helping them build confidence, deepen product knowledge, and strengthen soft skills.

With a close eye on real-time queue trends, you will communicate efficiently with HQ teams to ensure operational alignment. You will analyze key performance indicators such as CSAT, quality scores, and productivity to identify trends, resolve blockers, and drive continuous improvement.

Through proactive escalation management and root cause analysis, you will contribute to long-term solutions by collaborating cross-functionally within the broader support organization. Your leadership will also extend to managing special projects like pilot launches, workflow enhancements, or AI-driven deflection strategies.

Key Responsibilities
  • Admin Responsibilities
  • Monitor queue levels and agent availability in real time
  • Communicate agent status, queue changes, and call drivers to WFM and domestic support teams
  • Track and manage attendance records
  • Coordinate team schedules and internal communications
  • Support logistics and resource management
  • Assist with onboarding and offboarding processes
  • Ensure compliance with company policies and procedures
  • Organize team engagement activities and morale events
  • Participate in internal initiatives and special projects
  • 1x1 and Team Meeting
  • Maintain consistent 1x1s with each agent (ideally weekly or bi-weekly) to foster support and development
  • Maintain consistent team meetings (ideally monthly) to align on updates and changes across the org
  • Organize team engagement activities and participate in internal initiatives or special projects
  • Quality Assurance Review
  • Complete a minimum of two quality assurance reviews per agent each month
  • Prioritize reviews based on primary support channels and underperforming CSATs
  • Provide timely, constructive feedback to build agent confidence and enhance the customer experience
  • Coaching
  • Provide feedback that drives improvement and keeps agents motivated
  • Set clear goals and expectations
  • Monitor improvement and provide ongoing feedback
  • Performance management — understanding when to move to PIP and how to partner with HR
  • Reporting
  • Understand reports used to track and understand agent and team performance
  • Manage agent time cards and time-off requests
  • Documentation
  • Document 1x1 coaching in the system
  • Create action plans when applicable
  • Presentation
  • Report and present at WBRs/MBRs
  • Present proposals or recommendations for improvement (e.g., white papers or root cause analyses)
  • Present to team, peers, and senior leadership
  • Review/Merit Increases
  • Complete reviews and make recommendations for merit/promotions
  • Other Items
  • Understand brand story
  • Leadership cultural expectations (empathy, ownership, accountability, safe environment to make mistakes)
  • Maintain strong communication with domestic teams on customer/agent issues
Requirements

Our ideal candidate is a highly motivated leader who is passionate about agent success and customer satisfaction. They bring a proactive mindset, thrive in fast-paced environments, and lead with empathy, kindness, and curiosity.

The candidate actively participates in team discussions, leads by example, and is eager to support agents in both daily operations and long-term development. We value team members who can make thoughtful, practical decisions, even when the answer isn't written in a playbook.

What We Offer

An inclusive and upbeat work environment where the personality and opinions of each team member are valued and respected.