Customer Experience Operations Leader

CBE Companies PH, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

CBE Companies PH, Inc. seeks a hands-on Supervisor, Customer Experience to lead a CE team and drive performance across NPS, ACS, and FCR metrics. You will coach managers and supervisors, standardize processes, and partner with Operations, WFM, and Training to execute improvements.

Ideal candidates have 3+ years in customer experience leadership, a Bachelor’s degree, and Lean Six Sigma certification. A fast-paced, service-oriented environment and strong communication skills are essential.

Qualifications

• Bachelor’s degree preferred or required for leadership roles.
• Minimum of 3 years management experience in call center or fast-paced operations.
• Experience leading 5–6 supervisors and 60–80 representatives or a CE team of 5–6 analysts.
• Lean Six Sigma certification or experience with continuous improvement and project management.
• Excellent verbal and written communication; strong stakeholder relations.

Responsibilities

• Lead and develop the Customer Experience (CES) team to meet ACS, NPS, and FCR targets.
• Develop and implement operational strategies to improve customer metrics.
• Direct remote and on-site QA and CE teams, ensuring coaching and performance feedback.
• Collaborate with Ops, WFM and Training to roll out improvement initiatives.
• Participate in client site visits and business reviews; uphold company values.

Skills

Team leadership

Coaching & performance management

Lean Six Sigma certified

Verbal & written communication

MS Word

Excel

Customer experience systems

Education

Bachelor’s degree

Tools

MS Word

Excel

CRM systems

Job description

CBE Companies PH, Inc. seeks a hands-on Supervisor, Customer Experience to lead a CE team and drive performance across NPS, ACS, and FCR metrics. You will coach managers and supervisors, standardize processes, and partner with Operations, WFM, and Training to execute improvements.

Ideal candidates have 3+ years in customer experience leadership, a Bachelor’s degree, and Lean Six Sigma certification. A fast-paced, service-oriented environment and strong communication skills are essential.