Customer Experience Lead, Contact Center

Citi; Taguig; On-site; PHP 420,000 - 900,000; Full time

Job summary

Citi Philippines is seeking an experienced Contact Center Supervisor to lead a Customer Service team, ensuring high standards of service and continuous improvement. You will delegate tasks, monitor performance, and support staff development across shifts.

Ideal candidates have 4+ years in customer service or contact centers, with banking or team management exposure and strong MS Office skills. This role emphasizes coaching, process improvement, and adherence to quality standards.

Qualifications

• Minimum 4 years of experience in a customer service or contact center environment.
• Experience in banking-related or team management roles is preferred.

Responsibilities

• Supervise the daily activities and workflow of a Customer Service team.
• Allocate work, manage schedules, and ensure coverage and attendance.
• Provide coaching and feedback to drive performance and quality.
• Handle customer escalations and ensure timely resolution and follow-up.
• Drive service metrics such as TSF, CSAT, FCR, and NPS.
• Identify and implement process improvements to enhance efficiency and quality.

Skills

Leadership

Communication

Problem Solving

Interpersonal

Customer Focus

Resilience

Project Management

Work Ethic

Education

Bachelor's degree

Tools

MS Office

Job description

Citi Philippines is seeking an experienced Contact Center Supervisor to lead a Customer Service team, ensuring high standards of service and continuous improvement. You will delegate tasks, monitor performance, and support staff development across shifts.

Ideal candidates have 4+ years in customer service or contact centers, with banking or team management exposure and strong MS Office skills. This role emphasizes coaching, process improvement, and adherence to quality standards.