Customer Success Team Lead

Description:

  • Manage a team of CS agents
  • Assist to drive operational KPI – service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate.
  • Active monitoring, support and coach team members to ensure performance is in align with departmental KPI
  • Perform regular contact with team members for one-on-one meeting, team meetings, and performance reviews
  • Ensure team members provide accurate information to clients
  • Communicate effectively with team members and clients
  • Motivate team members to perform better
  • Manage overall operations of CX department
  • Generate relevant reports for operational discussion and analysis
  • Handle on ad-hoc projects/assignments

Requirements:

  • Graduate of any Business course
  • Minimum 3years experience of managing team (10-15 members) in contact centre environment
  • Possess strong operational and leadership skills
  • Have excellent spoken and written communication skills in both English & Tagalog
  • Able to work independently and with a team
  • Flexible and adaptable
  • Ability to work under stress and long hours

Candidate must be willing to report onsite in Quezon City and amenable to a 6 – day workweek

Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.