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Leadership Role in Customer Service

1 week ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time
About the Role
TASQ Staffing Solutions is seeking a seasoned Team Lead to oversee a team of CSR associates in BPO operations. As a critical member of our team, you will be responsible for driving team performance, improving processes, and ensuring excellent customer service.

Your key responsibilities will include managing teams, developing team members, and resolving user/customer escalations. You will work closely with our operations managers to obtain necessary resources like training and support for your team's requirements.

Main Responsibilities
  • • Supervise and manage teams effectively, including tasks such as resource planning, career planning, performance management, attrition management, etc.
    • Develop and coach team members, addressing knowledge gaps and skill/will issues
    • Resolve user/customer escalations, formulating actions to address concerns and ensure ownership until resolution

Requirements and Benefits
  • • Minimum 4 years of experience in customer service in the BPO/BPM industry
    • Bachelor's degree in any course
    • A minimum of 3 years of experience as a Team Leader – MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS
    • Willingness to work in rotational shifts
    • Comprehensive health insurance for employee and 2 dependents
    • Quarterly performance-based bonuses
    • Opportunities for professional growth and development
    • 24 leaves annually