Contact Center Team Lead

3 weeks ago


Taguig, Philippines Capgemini Full time

Capgemini Taguig, National Capital Region, Philippines

The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery. This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency.

Overview

Position: Customer Service Team Leader

Responsibilities
  • Lead, mentor, and support a team of Customer Service team members.
  • Conduct regular team meetings and one-on-one performance reviews.
  • Set daily, weekly, and monthly targets for the team.
  • Track and analyze Customer Service metrics and KPIs.
  • Prepare performance reports and present findings to senior management.
  • Identify areas for improvement and implement corrective actions.
  • Collaborate with BOQ stakeholder to streamline operations.
Qualifications
  • 7+ years in customer service (bank/cards)
  • 3+ years as a Team Lead in the same domain
  • Proven leadership and coaching skills
Work Setup
  • Amenable to work onsite at either McKinley West, Taguig or SM MOA Complex, Pasay offices
  • Willing to work Australian business hours
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Finance
Industries
  • Outsourcing and Offshoring Consulting
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