Customer Experience Leader — Remote Ops & QA

CBE Companies; Philippines; On-site; PHP 391,000 - 759,000; Full time

Job summary

CBE Companies is seeking a Supervisor, Customer Experience in the Philippines to lead a CE team across multiple locations. The role drives NPS, ACS, and FCR performance while aligning with client policies and company values.

The incumbent will manage QA and CE operations, coach supervisors, and coordinate with Ops, WFM, and Training to roll out improvement initiatives. Strong communication and Lean Six Sigma background preferred.

Qualifications

• Minimum of 3 years previous management experience in a call center or fast paced operations environment or a bachelor’s degree is required
• Experience leading a team of 5-6 supervisors and 60-80 representatives or managing a CE team of 5-6 analysts; span of control up to 8 analysts
• LEAN Six Sigma certification or experience in continuous improvement and project management
• Excellent verbal and written communication skills; familiarity with standard business tools and customer service systems

Responsibilities

• Design and implement strategies to meet customer experience metrics for the program
• Oversee day-to-day QA and CE teams and remote site management
• Develop operations to drive performance and ensure client and company standards are met
• Coach and train staff through remote monitoring and feedback
• Manage customer satisfaction metrics: NPS, ACS, FCR, and Call Quality Monitoring
• Collaborate with Directors, client partners, and other departments to improve overall customer experience
• Participate in client visits and regular business reviews
• Promote a positive environment and CBE culture across the team

Skills

Management experience

Leadership

Customer experience

Education

Bachelor's degree

Tools

MS Word

Excel

CRM systems

Job description

CBE Companies is seeking a Supervisor, Customer Experience in the Philippines to lead a CE team across multiple locations. The role drives NPS, ACS, and FCR performance while aligning with client policies and company values.

The incumbent will manage QA and CE operations, coach supervisors, and coordinate with Ops, WFM, and Training to roll out improvement initiatives. Strong communication and Lean Six Sigma background preferred.