Customer Service Team Manager

1 day ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱3,000,000 - ₱3,500,000

As a Call Center Team Lead, you will be responsible for leading and directing a team of customer service representatives.

About This Role
  • Team Leadership: Supervise and manage a team to achieve business objectives, including performance evaluations, productivity monitoring, and adherence to company policies and procedures.
  • Performance Monitoring: Track and evaluate individual and team performance metrics such as quality evaluations, KPI metrics, and compliance with established standards.
  • Coaching and Development: Provide ongoing coaching, training, and development opportunities to enhance team members' skills and knowledge, driving career growth and success.
  • Ticket/Task Management: Assign tickets and new tasks based on team members' skills and workload capacity, ensuring efficient task management and effective goal achievement.
  • Quality Assurance: Conduct regular quality audits for both calls and tickets to ensure adherence to standards and identify areas for improvement, maintaining high-quality services.
  • Escalations and Resolution: Handle complex customer issues and escalations, ensuring timely and effective resolution to meet customer expectations and build trust.
  • Process Improvement: Identify and suggest process improvements to streamline operations, increase efficiency, and enhance the overall customer experience.
  • Reporting and Analysis: Prepare and present regular reports on team performance, challenges, and achievements to stakeholders, providing valuable insights for informed decision-making.

Requirements include a minimum of 1 year experience in a similar role, with strong leadership skills and technical expertise. A background in network equipment, such as APs, switches, and gateways, is also highly desirable.

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