Customer Service Team Leader

1 day ago

LapuLapu City, Central Visayas, Philippines beBeeLeader Full time ₱1,358,300 - ₱2,147,300

A customer service leader is needed to supervise a team of call center agents, providing coaching and support to drive performance and excellence. This role involves managing a diverse range of tasks, including recruitment, discipline, and payroll documentation.

The ideal candidate will have a strong background in customer service, with experience in mentoring and developing teams. They will be able to multitask, handle escalated calls, and motivate their team to achieve exceptional results.

Responsibilities
  • Supervise a team of call center agents, providing coaching and support to drive performance and excellence.
  • Manage recruitment, discipline, and payroll documentation for the team.
  • Multitask, handle escalated calls, and provide solutions to agents.
  • Conduct phone call monitoring and desk-side coaching to ensure high levels of customer service.
  • Ensure agents have working equipment and necessary resources.
Requirements
  • Consistent attendance and punctuality.
  • Experience as a mentor or team leader.
  • Ability to exceed KPIs and drive team performance.
  • Proficient knowledge of inbound contact center environment.
  • Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
  • Solid verbal and written communication skills.
  • The ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
  • A flexible schedule.
What We Offer
  • Employee performance incentives and prizes.
  • Frequent employee events, games, parties, and fun in the workplace.
  • Healthcare benefits.
  • Paid training.

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