Customer Experience Leader - CX Ops & QA

cbecompanies; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

CBE Companies is seeking a Supervisor, Customer Experience to lead a team of QA and CE professionals, ensuring high performance on ACS, NPS, and FCR metrics. Remote sites may be involved, with emphasis on coaching, training, and process improvement across multiple locations.

The role requires management experience, lean six sigma or equivalent improvement background, and strong communication skills to drive client-focused outcomes.

Qualifications

• Bachelor's degree preferred; 3+ years management experience in call center/fast-paced ops. Leadership of 5–6 supervisors & 60–80 reps or CE team of 5–6 analysts.
• LEAN Six Sigma certification or equivalent experience in continuous improvement and project management.
• Strong coaching, decision-making, and performance management skills. Excellent verbal and written communication.

Responsibilities

• Design and implement strategies to meet customer experience metrics.
• Oversee QA and CE teams; remote site management when needed.
• Develop Operations Managers to drive performance and meet CE KPIs.
• Collaborate with Directors and Client Partners to improve overall customer experience.
• Coach supervisors; ensure staff receive effective feedback and training.

Skills

Management experience

LEAN Six Sigma

Coaching

Verbal and written communication

MS Word & Excel

Remote site management

CE performance metrics

Education

Bachelor's degree

Tools

CRM systems

MS Excel

Email tools

Job description

CBE Companies is seeking a Supervisor, Customer Experience to lead a team of QA and CE professionals, ensuring high performance on ACS, NPS, and FCR metrics. Remote sites may be involved, with emphasis on coaching, training, and process improvement across multiple locations.

The role requires management experience, lean six sigma or equivalent improvement background, and strong communication skills to drive client-focused outcomes.