Customer Service Team Lead

7 days ago

Caloocan City, National Capital Region, Philippines beBeeLeadership Full time $40,000 - $60,000

Job Overview:

The successful candidate will be responsible for meeting or exceeding client goals for quality and performance. This includes positively motivating representatives, monitoring program objectives, providing training, creating a team atmosphere, developing overall contact skills and troubleshooting.

Key Responsibilities:

  • Coaches representatives through regular one-on-ones and side-by-sides to provide feedback and develop action plans to meet performance targets and remove barriers.
  • Supports individual representatives in developing their own career paths.
  • Provides ongoing floor support to assist with product and process knowledge and identify issues, ensuring awareness of service levels.
  • Reviews departmental and individual performance reports daily to identify trends and issues requiring action or investigation.
  • Delivers measurable and sustainable results by contributing to continuous improvement initiatives.
  • Contributes to the development and delivery of initiatives that improve operating performance.
  • Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and consistency of action.
  • Performs quality listening on calls to assess customer experience and CSR performance, as well as identifying customer irritants and trends.
  • Represents the Call Centre team at interdepartmental meetings or on projects to ensure customer and departmental interests are represented.

Requirements:

  • 1-2 years of experience in a supervisory or people management role, involving management of individuals and processes.
  • Prior Team Leader experience is a strong asset.
  • Superior communication and interpersonal skills are essential.
  • Demonstrated consulting, facilitation, and coaching skills are required.
  • Strong leadership skills are required.
  • Proven ability to interpret and communicate moderate to complex data.
  • Ability to work effectively under minimal supervision in an environment of constant change and tight deadlines.
  • Proven problem-solving, analytical, and decision-making skills.
  • Prior customer service experience and the ability to understand and react to customer needs.
  • Demonstrated organizational skills to juggle competing priorities.
  • Intermediate to advanced MS Office skills.
  • Excellent negotiation skills, and experience dealing with difficult customers efficiently.
  • Detailed understanding of relevant products and services is preferred.
  • Demonstrated ability to explain and deliver products and services.

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