Customer Service Team Lead

2 weeks ago


San Fernando, Central Luzon, Philippines Asurion Full time
Job Description:

The Call Center Supervisor/Coach plays a vital role in leading a team of associates, overseeing their daily activities and performance. As the team's point of contact for escalations, this Coach ensures seamless communication between clients and employees.

Key Responsibilities:
  • Monitor and manage team performance, tracking attendance, call coverage, claim procedures, and quality standards.
  • Maintain accurate records of quality, attendance, productivity, and service measures.
  • Ensure the team meets client metric obligations by providing constructive feedback and necessary corrective action.
  • Handle escalated customer calls professionally and efficiently.
  • Notify the Operations Manager of all issues arising from customers and employees.
  • Conduct informal and formal performance reviews to identify areas for improvement.
  • Administer progressive discipline as necessary and provide coaching for enhanced performance.
  • Promote a positive work environment and foster open communication among team members.
  • Collaborate with HRD to address employee needs, including scheduling changes, terminations, leave requests, and vacation policies.


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