Customer Service Team Lead

1 week ago

Parañaque, Philippines Lalamove Full time

Customer Service Team Lead Join to apply for the Customer Service Team Lead role at Lalamove Company Intro: Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. What you’ll do: Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement Facilitate weekly team meetings to communicate product or process updates, review team performance, and align on action plans and priorities Perform monthly performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement Monitor real‑time performance metrics to ensure agents adhere to schedules and key performance indicators such as Service Level, Abandon Rate, and Answer Rate are consistently met Oversee L2 escalation and critical case management Conduct QA calibration for L1 and L2 agents Manage schedule and communication within the team Identify opportunities to enhance internal processes and promote best practices for overall performance improvement and organizational efficiency Foster a positive and productive team environment Other duties as assigned by management What we seek: A symbol of unquestionable integrity and work ethics Someone who can groom future leaders Someone flexible with the department's shift rotation pattern What you’ll need: Preferably 2‑3 years of BPO leadership experience handling a team Previous leadership or supervisory experience preferred Passion for performance and excellence, thriving in a fast‑paced environment Strong organizational skills to give the team direction Ability to analyze data and generate reports Experience handling voice and chat channels Well‑developed communication skills; ability to communicate at all levels Willingness to work in the Paranaque Integrated Terminal Exchange (PITX) Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service, Strategy/Planning, and General Business Industries Software Development; Transportation, Logistics, Supply Chain and Storage Referrals increase your chances of interviewing at Lalamove by 2x #J-18808-Ljbffr

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