Customer Support Operations Coach & Performance Lead

Our Clients

Pasig

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

Our Clients is seeking an Operations Assistant Manager – Customer Support to enhance agent productivity, quality, and career growth. You will coach, analyze performance, and optimize workflows to meet service levels and KPIs while minimizing escalations.

You will oversee Customer Support Specialists handling straightforward to moderately complex issues and may guide team leaders on special projects depending on business needs.

Qualifications

3+ years in Tier 1/2 technical or customer support.
Experience coaching or leading teams in a metrics-driven environment.
Experience with KPIs like FCR, AHT, CSAT.
Basic SQL and ticketing/CRM knowledge.
Strong analytical and problem-solving skills.
Ability to translate data into coaching plans.

Responsibilities

Monitor and coach agent performance to improve FCR, AHT, and CSAT.
Analyze performance trends and identify gaps; create improvement plans.
Oversee onboarding/training to accelerate ramp-up of new hires.
Lead process improvements and collaborate with cross-functional teams to reduce escalations.

Skills

Coaching & leadership

KPI tracking

SQL knowledge

CRM platforms

Analytical thinking

Communication & collaboration

Tools

Salesforce

Zendesk

Job description

You will oversee Customer Support Specialists handling straightforward to moderately complex issues and may guide team leaders on special projects depending on business needs.

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