Customer Service Team Lead Manager

5 days ago


Manila, National Capital Region, Philippines Lalamove Full time

Lalamove is a game-changer in the logistics industry, revolutionizing delivery services through its innovative technology.

As a leader in this space, our company connects customers and drivers directly, offering a fast and convenient way to book deliveries and moving services. Whether you're at home, work, or on-the-go, our platform makes it easy to get what you need when you need it.

We're a leading global on-demand delivery platform with millions of delivery partners serving millions of orders every day. With 1600+ employees across SEA and LATAM, we've reached unicorn status in 2018 and continue to grow rapidly since.

Our team is driven by three core values: Passion in serving local communities, Execution and Grit, and Humility - awareness to learn from others and improve continuously.

At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology daily to connect and move essential items. We ensure fast and simple delivery solutions, tackling the logistics industry head-on to find innovative answers for the world's delivery needs.

Your Key Responsibilities:
  • Lead a team of Customer Service Agents, focusing on individual performance, metrics achievement, attendance, and more.
  • Conduct regular coaching sessions to address pain points and areas for improvement.
  • Facilitate weekly team meetings to brief on product updates, performance status, and other essential topics.
  • Monthly Performance Reviews to discuss individual team members' end-of-month performance and address any concerns.
  • Real-time Performance Monitoring to ensure agents adhere to schedules, proper notifications are made, and key metrics are managed daily.
  • Oversee L2 Escalation and critical Case Management.
  • Maintain high-quality service standards at all times.
What We Look For:
  • Bachelor's degree in any field you're passionate about.
  • Preferably 2-3 years of leadership experience handling a team.
  • Possess passion for performance/excellence and ability to thrive in a fast-paced environment.
  • Experience in handling voice and chat channels.
  • Able to report on-site and willing to be assigned in Paranaque City.


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