Job Description
Full details about the role and requirements
Yukerja Summary
The Lead Associate - VIP Corporate Travel role at Metacom Careers is curated from Bossjob (category Teknologi & IT). Note the work location (Quezon City, National Capital Region, Philippines) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Job Summary
The Lead Associate serves as a senior member of the operations team, providing day-to-day support to Customer Service Representatives while ensuring service excellence and operational efficiency. This role acts as a subject matter expert (SME), assists with handling escalated customer concerns, supports coaching and training initiatives, and helps drive team performance. The Lead Associate works closely with Team Leaders and Operations Management to ensure key performance indicators (KPIs) are achieved and company standards are consistently met.
Key Responsibilities
Operational Support
- Provide real-time floor support to Customer Service Representatives by answering process and policy-related questions.
- Monitor daily workflow and assist in managing queues to ensure service levels are achieved.
- Handle complex customer inquiries and escalations that require advanced problem-solving.
- Ensure compliance with company policies, client requirements, and standard operating procedures.
- Escalate operational issues to Team Leaders or Management when necessary.
Team Support & Coaching
- Serve as a Subject Matter Expert (SME) for products, services, systems, and processes.
- Assist with onboarding and training of new hires.
- Provide side-by-side coaching and guidance to team members to improve performance and productivity.
- Reinforce best practices and support knowledge-sharing initiatives.
- Encourage teamwork, collaboration, and a customer-first culture.
Quality & Performance
- Support quality improvement initiatives by identifying performance gaps and recommending corrective actions.
- Assist with call, chat, or case reviews to promote service excellence.
- Help monitor adherence to operational standards and quality expectations.
- Track recurring customer issues and recommend process improvements.
Reporting & Administration
- Maintain accurate documentation of escalations and operational issues.
- Assist in preparing daily, weekly, or monthly operational reports as required.
- Support Team Leaders with administrative tasks and special projects.
- Collaborate with cross-functional departments to resolve customer and operational concerns.