Leadership Manager

3 days ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $100,000 - $120,000
Job Title:

Leadership Manager

The Opportunity:

We are seeking a highly skilled and proactive Leadership Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes.

In recent years, we've experienced significant growth and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.

What You Can Expect:
  • Work with a dynamic and innovative company.
  • Be part of a highly experienced founders team with multiple successful projects and a wealth of collective knowledge.
  • Join a self-improvement-driven culture of top performers in their respective fields.
  • Enjoy a great work-life balance while performing at your best.
  • Collaborate with like-minded individuals who strive to become better versions of themselves.
Key Responsibilities:
  • Operational Excellence: Establish key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implement robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Refine Phone Support processes and enhance the overall customer experience using data and insights.
  • Team Leadership: Build and mentor a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Develop & train new joiners for the role as the main point of contact.
  • Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
Core Skills and Competencies:
  • Exceptional Verbal and Written Communication skills.
  • Emotional Intelligence and Empathy.
  • Critical Thinking and Problem-Solving Mindset.
  • Proficiency with Customer Service Tools and Analytics Platforms.
Your Qualifications:
  • 2+ years in a similar leadership, customer service management, or operations role with a focus on customer satisfaction.
  • Proven track record of improving and maintaining high service levels and customer satisfaction.
  • Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
  • Preference for candidates with experience in a fast-paced industry.
  • Outstanding command of the English language, both written and spoken.
Benefits:

Enjoy a collaborative and supportive work environment.

Participate in ongoing professional development opportunities.

Experience rapid growth and advancement opportunities.

Develop strong relationships with colleagues and stakeholders.

Pursue a career that aligns with your passions and interests.

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