Remote CX Team Manager — Lead, Coach & Escalations Expert

ProSource; Philippines; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

HMO coverage from Day 1 + 2 dependents

Fully remote setup

Regularization benefits

Job summary

ProSource is seeking a Supervisory/Lead role to coach and guide a CX team, ensuring outstanding customer experience and effective certifications in training. The role will oversee payroll timecard accuracy, SLA adherence, and cross-functional collaboration with Operations.

You will mentor team members, handle escalations, document performance, and assist in hiring and termination processes while promoting our culture and values in a fully remote setting.

Qualifications

• 3+ years as Supervisor or Lead; two years experience is required.
• 3+ years working in customer service and/or sales in a contact center environment is preferred.
• Proficient PC Skills, including Office and/or Google Docs/Sheets
• Learns new skills and ideas rapidly in an unstructured training environment; quickly adjusts his/her thinking to assimilate new information

Responsibilities

• Provide guidance, coaching and career counseling via regularly scheduled 1:1’s.
• Provide coaching that results in performance improvement and/or meeting/exceeding performance expectations.
• Act as an Escalation Point for customers and work on the most difficult tickets in cooperation with various internal groups.
• Utilize escalations as opportunities to further educate team mates on how to effectively handle difficult customer situations.
• Work with team mates to resolve or properly close all tickets.
• Document expectations, coaching sessions and general performance.
• Write Performance Improvement Plans and conduct meetings to deliver corrective action.
• Ensure documentation is up to date and/or provide feedback for updates to the appropriate team.
• Manage staff assignments and achieve service level targets.
• Perform weekly Quality audits for team members.
• Collaborate cross-functionally to ensure CX and Operations success and solve problems
• Become proficient in tools related to Operations, Order Management, CX Real Time Management, etc.
• Communicate customer feedback and CX contact reporting to appropriate teams in any/all locations.
• Work with the Operations Team to improve upon current service delivery performance.
• Assist with hiring and termination of team members.
• Foster a work environment that embodies our Thirdlove values and culture by modeling the Thirdlove voice and tone in order to convey our brand and personality.
• As assigned, support Special Teams (such as CX-Ops, Social, etc.), including successfully executing on tactical objectives that accomplish the business strategies of the group.
• Perform other duties and projects as assigned

Skills

Leadership

Customer Service

PC Skills

Adaptability

Job description

ProSource is seeking a Supervisory/Lead role to coach and guide a CX team, ensuring outstanding customer experience and effective certifications in training. The role will oversee payroll timecard accuracy, SLA adherence, and cross-functional collaboration with Operations.

You will mentor team members, handle escalations, document performance, and assist in hiring and termination processes while promoting our culture and values in a fully remote setting.