Customer Service Team Lead
3 weeks ago
Customer Service Team Lead - Operations, SeaBank
Location: Manila, National Capital Region, Philippines
OverviewThe Customer Service Team Lead oversees and supports the customer service team to ensure high-quality service delivery. They manage daily operations, provide guidance and training, handle escalated issues, monitor performance metrics, and foster a positive team environment to enhance customer satisfaction and achieve business goals.
Responsibilities- Handle critical and escalated concerns from the agents until they are resolved.
- Provide immediate assistance to CCC Ops agent in handling complex concerns.
- Ensure that agents are engaged and properly trained to perform their day-to-day tasks.
- Coordinate closely with support units (Training, CX, WFM) for support-related requests to address these concerns.
- Report regularly to Head of Customer Service Operations and perform other functions as deemed necessary by the Senior Management.
- At least 3-6 years of work experience in Customer Service, preferably in Banking (Digital Banking or Internet Banking) / Finance setup.
- At least 2-4 years of work experience supervising or managing junior team members.
- Bachelor’s degree in a related field is a plus.
- Must have good time management skills to handle BAU and strategic projects.
- Must be able to handle different hierarchies of stakeholders.
- Mid-Senior level
- Full-time
- Other
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