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Frontline Support Team Lead

1 week ago

Pasig, National Capital Region, Philippines Mass Markets Full time

**Our Ideal Candidate**

We are looking for a Frontline Support Team Lead who is passionate about delivering exceptional customer experiences and driving business growth. As a key member of our team, you will be responsible for leading a team of customer service representatives and developing strategies to improve customer satisfaction and retention.

Main Responsibilities:

  • Lead a team of customer service representatives and provide coaching and guidance to ensure high-quality performance
  • Develop and implement strategies to improve customer satisfaction and retention
  • Maintain accurate records and reports on customer interactions and service levels
  • Collaborate with other departments to identify areas for improvement and develop solutions to enhance customer experience
  • Monitor and analyze KPIs to optimize call center performance and productivity

Requirements:

  • 2+ years of experience in customer service or a related field
  • Proven leadership and management skills with a focus on team development and performance
  • Excellent communication and interpersonal skills with the ability to build strong relationships with customers and colleagues
  • Able to work in a fast-paced environment and prioritize tasks effectively
  • Degree in Business Administration, Marketing, or a related field