Customer Service Team Lead
5 days ago
Neksjob Philippines is seeking a dynamic and experienced Operations Supervisor to lead a team within our Customer Service function, specializing in post-sale technical and non-technical support.
This role is ideal for candidates with a strong background in Insurance, Banking, or Financial Services and a passion for delivering exceptional customer experiences. The Operations Supervisor is responsible for overseeing day-to-day activities, supporting continuous process improvements, and ensuring service excellence across multiple customer service channels—including call centers, online platforms, and walk-in centers.
Key Responsibilities:
- Supervise and coordinate the daily operations of a team of customer service representatives (Individual Contributors).
- Evaluate team performance against key metrics and service level agreements (SLAs); provide coaching and development to improve results.
- Identify and implement process improvements to enhance customer satisfaction and operational efficiency.
- Handle escalations, complex inquiries, and exception cases requiring higher-level intervention.
Qualifications:
- 1–2 years of experience in the Insurance, Banking, or Financial Services sector.
- Proven experience in a supervisory or team lead role within a customer service environment.
- Strong knowledge of call center operations, customer service best practices, and CRM systems.
- Excellent interpersonal and communication skills (verbal and written).
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