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Improve Productivity and Quality as a Customer Support Team Lead

2 weeks ago

Pasig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱1,500,000 - ₱2,000,000
Job Title

We are seeking a highly skilled Team Lead II to join our team. This individual will be responsible for improving agent productivity, quality, and career growth within the support team.

This role focuses on coaching, metric analysis, and workflow optimization to ensure agents meet service level agreements, key performance indicators, and customer satisfaction goals while reducing unnecessary escalations.

  • Conduct 1:1 coaching sessions with customer support specialists to improve first contact resolution, average handle time, and customer experience scores.
  • Identify performance gaps through call/chat/case monitoring, ticket audits, and metric trends.
  • Develop personalized improvement plans for low-performing agents and career growth plans for high performers.

Data-Driven Optimization

  • Track and report on KPIs (AHT, FCR, CSAT, schedule adherence).
  • Collaborate with workforce management to forecast staffing needs based on performance trends.
  • Work with customer experience and technical coach to align coaching with evaluation criteria.
  • Recommend process improvements to reduce escalations and improve efficiency.

Onboarding & Continuous Learning

  • Assist in new hire nesting or OJT to accelerate ramp-up time.
  • Provide refresher training on high-priority issues.
  • Develop quick-reference guides and micro-learning content for CS specialist.

The ideal candidate will have experience as a high-performing customer support specialist, with a proven track record of coaching/mentoring in a metrics-driven environment.

The successful candidate will possess technical skills including proficiency in core products or ability to rapidly learn, as well as basic troubleshooting skills.

They will also demonstrate strong coaching skills, including the ability to implement structured coaching frameworks and translate metrics into actionable improvement plans.

In addition, they will have excellent soft skills, including high emotional intelligence for sensitive performance conversations and a collaborative mindset to partner with teams.