Service Delivery Team Leader

4 weeks ago

Cebu City, Philippines BENCHMARK365 INC. Full time

Service Delivery Team Leader Onsite – Cebu Business Park, Cebu City, Philippines About the Role As a Service Delivery Team Leader , you will oversee a team of Service Desk resources focused on achieving and maintaining the highest standards of service quality. You’ll play a key role in ensuring service excellence, optimizing performance, and supporting the growth and development of your team while maintaining a positive and productive work culture. Key Responsibilities Ensure the team meets and exceeds service delivery metrics and quality standards. Plan and coordinate resources with the Workforce Manager to meet demand while maintaining service excellence. Monitor and evaluate team performance through quality control scorecards and regular reviews. Lead daily huddles and team meetings focused on continuous improvement and quality initiatives. Maintain awareness of active service tickets, monitor queues, and help prioritize tasks to ensure timely and quality resolutions. Liaise with Partners to manage expectations and ensure high satisfaction levels, even during capacity challenges. Coach, guide, and inspire your team to achieve both individual and collective performance goals. Qualifications Bachelor’s Degree in Management or a related field, or equivalent experience. Minimum 3 years of experience as a Team Leader or Supervisor, ideally in a service-oriented environment. Strong understanding of service quality metrics and a passion for excellence. Excellent communication, problem-solving, and organizational skills. Proficiency in Microsoft Windows and Office applications. Strong people and leadership skills with the ability to motivate and mentor others. What You’ll Get At Benchmark 365, we believe in rewarding great work and creating an environment where our people thrive. Here’s what you can look forward to: HMO coverage starting on Day 1 – because your health matters from day one. Comprehensive leave benefits , including vacation, sick, and Calamity Leave . Free food and snacks at the pantry to keep you fueled and energized. Career growth and progression opportunities – we promote from within and support your development. A supportive, people-first culture that values collaboration, trust, and respect. Learning and development initiatives to strengthen your professional skills. Employee engagement and wellness programs that make work both meaningful and fun. #J-18808-Ljbffr

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