Customer Experience & Engagement Leader

Pru Life UK; Metro Manila; On-site; PHP 600,000 - 840,000; Full time

Job summary

Pru Life UK in the Philippines seeks a Customer Care Team Lead to drive excellence across multi-channel interactions, resolving inquiries and improving CSAT. You will coach staff, manage escalations, and ensure SLA adherence, optimizing processes and customer experiences.

Collaborate with product/process teams to implement improvements, monitor metrics, and promote digital channels while safeguarding data privacy and quality of service.

Qualifications

• Extensive experience in contact center operations.
• Strong people management and coaching skills.
• Ability to analyze customer data to drive CSAT improvements.

Responsibilities

• Lead and manage the contact center team to meet KPIs.
• Handle escalations and ensure timely resolution of complex issues.
• Coach and develop team members; conduct daily standups and performance reviews.

Skills

People management

Team leadership

Customer communication

Conflict resolution

Data analysis

Coaching

Tools

Jira

CRM

Job description

Pru Life UK in the Philippines seeks a Customer Care Team Lead to drive excellence across multi-channel interactions, resolving inquiries and improving CSAT. You will coach staff, manage escalations, and ensure SLA adherence, optimizing processes and customer experiences.

Collaborate with product/process teams to implement improvements, monitor metrics, and promote digital channels while safeguarding data privacy and quality of service.