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Service Excellence Team Lead

CAES

CAES
Job Type   /   Job Level
Full-time   /   Others/Any
Company Location
Makati City, Metro Manila, Philippines
  • Monitor team performance and identify areas for improvement.
  • Resolve team conflicts and address employee concerns.
  • Hire, train, Coach and develop SMEs and CE Associates
  • Conduct performance evaluations and provide regular feedback.
  • Handle escalated customer issues and complaints.
  • Help develop and implement service excellence strategies and initiatives.
  • Implement process changes to enhance efficiency and customer satisfaction.
  • Conduct quality assurance audits and provide feedback to the team.
  • Identify and address training needs based on quality assurance findings.
  • Reporting and analysis of data in your team or department
  • Adhere to company policy and procedures.
  • Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
  • Participate in ongoing training and development programs.
  • Accept other associated responsibilities and projects as the need arises.

  • At least 2-3 years of team lead / people management experience
  • Proven track record of success in providing expert-level guidance and support
  • Excellent communication and presentation skills
  • Ability to work independently and as part of a team
  • Strong analytical and problem-solving skills
  • Amenability working as Support  POC during weekend  (rotation based)

Competencies for the Job 

  • Data Analysis: Strong ability to read, process, and analyze data accurately.
  • Data Visualization: Skilled at creating clean, easy-to-understand charts, graphs, and tables for management.
  • Spreadsheet Expertise: Advanced knowledge of Excel and Google Sheets, specifically using complex formulas (like XLOOKUP, INDEX/MATCH, and nested IFs).
  • Problem Solving: Able to easily spot data errors, fix them, and improve reporting processes.
  • Communication: Good at explaining technical data simply to non-technical team members.

Why join Angkas?

  • Freedom of work
  • Work life balance
  • Free meal and use of gym
  • Opportunities for promotion
  • Start-up environment
  • Multi-cultural and Agile work environment
  • Diversified use of technology
Jobs in Makati City, Metro Manila   »   Jobs in Makati City   »   Customer Service / Call Centre Job   »   Service Excellence Team Lead

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