Customer Service Team Lead

1 month ago


Cebu, Philippines XMC Inc Full time
Job Title: Customer Service Team Lead

XMC BPO is a Business Process Outsourcing Agency that provides essential services through customer service within reach.

Job Summary:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team. The successful candidate will be responsible for leading, coaching, and motivating a team to consistently meet or exceed service and quality standards.

Key Responsibilities:
  • Lead and manage a team of customer service representatives to achieve exceptional service delivery and quality standards.
  • Conduct regular one-on-one and team coaching sessions to provide feedback and performance reviews.
  • Manage day-to-day team operations, including workload balancing, monitoring KPIs, and handling escalated calls.
  • Ensure compliance with company policies and maintain a positive work environment.
  • Identify improvement areas and develop strategies to address performance gaps.
Requirements:
  • 2+ years of experience in a leadership role in a contact center or customer service environment.
  • Strong communication, leadership, and conflict resolution skills.
  • Ability to inspire and motivate team members.
  • Proficiency in MS Office and data analysis.
  • Experience with performance management and team development is preferred.
Benefits:
  • Competitive salary.
  • Government-mandated benefits.
  • Work-life balance.
  • HMO.
  • 13th month pay.
  • Paid leave credits.
  • Awards and recognitions.
  • 2 consecutive days off.


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