Angkas
Service Excellence Team Lead
TLDR
Lead a team in the Service Excellence department, overseeing performance, resolving conflicts, and implementing strategies to enhance customer satisfaction.
- 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.
Requirements
- 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.
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
Benefits
Free meals and gym access
Free meal and use of gym
Angkas is a ride-hailing startup dedicated to transforming urban transportation in the Philippines by providing safer and smarter mobility solutions. We empower bikers to create sustainable livelihoods that positively impact their families and communities, all while leveraging data-driven insights to enhance the user experience.
Team Lead