Team Lead Customer Service

5 days ago

Metro Manila Philippines Rippedboxstation Full time

About the job Team Lead Customer Service (BPO) Position: Team Lead Customer Service (BPO)Number of hours: 40 Hrs/weekSchedule: TBD Job Summary: We are seeking a motivated and experienced Team Lead Customer Service to oversee and guide a team of customer service representatives in a fast-paced BPO environment. The ideal candidate will ensure high-quality service delivery, team performance optimization, and client satisfaction. This role requires strong leadership, problem-solving, and communication skills. Key Responsibilities: Supervise, mentor, and coach a team of customer service representatives to meet and exceed performance metrics. Monitor and analyze team performance using KPIs such as CSAT, AHT, FCR, and SLA adherence. Conduct regular coaching, performance reviews, and team meetings to drive engagement and improvement. Handle escalations and resolve complex customer issues with professionalism and efficiency. Ensure compliance with company policies, industry regulations, and client requirements. Develop training materials and facilitate training sessions to improve agent capabilities. Collaborate with QA, Training, and Operations teams to enhance service quality. Generate reports on team performance and provide insights for process improvement. Foster a positive work culture, promoting teamwork and professional development. Perform quality assurance for some of the agents as needed. Conduct phone/email time for 3 hours a week (12 hours a month). Qualifications: Minimum 2-3 years of experience in a customer service leadership role within a BPO setting. Must have experience handling a large team working remotely. Strong knowledge of customer service principles, call center operations, and performance metrics. Experience in solar energy is preferred. Residency in Bulacan, Philippines is a plus. Excellent communication, interpersonal, and problem-solving skills. Proven ability to lead and develop teams in a results-driven environment. Proficiency in CRM software, call center tools, and reporting systems. Ability to work flexible shifts, including evenings, weekends, and holidays as needed. Bachelor's degree in Business, Communications, or a related field is a plus. Preferred Skills: Experience handling international customer support teams. Familiarity with omnichannel support (phone, chat, email, social media). Ability to adapt to fast-changing environments and manage multiple priorities effectively. #J-18808-Ljbffr

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