BPO Team Lead
2 weeks ago
About the Position: Customer Service Team Lead (Cebu) | Onsite
Work Environment: Onsite (Cebu)
Shift: Flexible, no fixed schedule
Benefits:
- Generous Paid Time Off, including holidays
- HMO health insurance (coverage for the employee plus one free dependent)
- Clear opportunities for career growth within the company
- Competitive salary package
Responsibilities:
- Lead and motivate a team of Customer Service Representatives to achieve high performance levels and ensure excellent customer satisfaction
- Collaborate closely with the team to meet goals and targets
- Conduct coaching sessions and provide ongoing motivation to help team members achieve their objectives
- Organize one-on-one meetings and team discussions
- Stay updated on business developments and new product offerings
- Oversee daily team activities, prioritize tasks, and assess risks or impacts within existing processes to meet SLAs and sales quotas
- Ensure training and development plans are in place for all team members
- Apply performance management and disciplinary measures fairly and consistently as needed
- Support the Customer Care Director in achieving business goals and fostering a performance-driven culture
Qualifications:
- Bachelors Degree or equivalent
- Minimum of 2 years experience in a Team Lead or Supervisory role managing people, preferably in a Call Center/BPO setting
- Strong leadership, coaching, and people management skills
- Excellent communication abilities
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