Customer Service team leadigloohome

Job Descriptions
CS Operational Excellence and Customer Experience
Ensures that the CS team executives in Cebu hits or exceeds the Operational Excellence metrics including but not limited to CSAT, Average Resolution Time, Average First Response time and other Customer Service metric set.
Manage and improve team performance through performance monitoring, problem resolution, infrastructure audits and quality assurance measures.
Identify operational risks and implement measures/controls to remove risk gaps so that processes are in line internally and externally.
Conducts call listening, ticket deep dives and performance reviews for each executive to establish/reinforce the high standards we set for productivity, quality and customer experience.
Gives executives real-time feedback about detractors that come in to mitigate same issue/executive behavior from happening again.
Analyzes and prepares monthly reports using analytics on team performance to Head of CS.
Identifies team's process, behavior or product knowledge gaps and work with relevant team to address them. Information can come from coaching sessions, analytics, research, etc.
Implement proactive measures to ensure customer experience is above excellent. Working on proactive methods vs reactive to make igloohome known for its great services.
Handles escalations/service recoveries raised by team executives.
Liaison between the CS executives and internal teams to discuss and implement process improvements.
Handles approvals for refunds, replacements, one-time courtesies replacements based on guidelines outlined in igloohome Academy.
Responsible for allocating work-time to executives according to the workload (frequency of calls, leaves, etc)
Human Resource (HR) and Admin
Encourage active team discussions and collaborations so that they will be energized, engaged and motivated to achieve the department's goals of being an inspired team.
To identify potential talents for grooming and nurturing in line with igloohome direction of building high performance culture.
Be a role model by aligning actions, decisions and team's priorities to reflect an excellence mind-set and a "can-do" attitude.
Encourages team to come up with innovative ideas to improve internal work processes and to build a culture of continuous improvement within the team.
Carry out HR tasks for team executives: recruit, onboard, train, coach, counsel, discipline, set work schedules, KPI and carry our regular performance reviews in accordance to igloohome HR policies.
Manages office: implement preventive maintenance for equipment/assets and maintain full compliances to Occupancy, Health and Safety regulations required by local authorities.
Job Qualifications
At least 4 years of customer service and technical support experience within a call center environment.
Proven track record and experience in managing a small size team in remote to HQ.
Good planning, organizational and problem solving skills.
Strong analytical skills.
Proficiency in Microsoft Office specifically in Excel.
Diploma in Business Administration or any related field