Job Description

• Monitor team performance and identify areas for improvement.

• Resolve team conflicts and address employee concerns.
• Hire, Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team Lead, providing them with the guidance and support they need to excel.
• Conduct performance evaluations and provide regular feedback.
• Develop and implement customer service process improvements to streamline operations and enhance efficiency.
• Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
• Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
• Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
• Identify and address training/QA needs based on quality assurance findings on behavioral trends
• Coordination with other stakeholders on observations, callouts and process improvements
• Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor.
• 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.

Requirements

• Bachelor's degree in a relevant field, or equivalent customer service experience
• Minimum of 5 years of experience in a supervisory or 2-3 assistant manager role.
• Proven leadership and supervisory experience.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, meet deadlines, and achieve team targets.
• Proficiency in customer service software and systems.
• Amenability working as Escalation 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.

Benefits

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