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Customer Service Team Lead

4 weeks ago

Ayala Alabang, National Capital Region, Philippines RecruiterPH Full time
Job Title: Customer Service Associate Manager

At RecruiterPH, we are seeking a highly skilled and experienced Customer Service Associate Manager to join our team.

Key Responsibilities:
  • Manage and lead a team of customer service representatives to ensure exceptional service delivery and high customer satisfaction.
  • Develop and implement effective strategies to improve service quality, productivity, and efficiency.
  • Collaborate with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.
  • Identify opportunities to increase customer satisfaction and deepen client relationships.
  • Take ownership of resolving and managing end-customer issues and escalations.
  • Manage staff assignment based on business needs and unit capacity.
  • Build capacity through resource planning, cross-training, and managing operations within approved budget.
  • Lead, direct, evaluate, and develop internal resources to take key positions as Supervisors/Team Leaders.
  • Conceptualize and implement internal rewards and recognition employee programs within the unit for retention and growth.
  • Communicate internal updates and build synergies across different teams towards attaining a common objective.
  • Assist and provide guidance in hiring and screening of candidates.
  • Ensure readiness of Business Continuity Plan and lead implementation, if necessary.
  • Manage compliance to company policies and effect disciplinary measures on violations.
Requirements:
  • College Graduate/Bachelor's Degree
  • 5+ years of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services)
  • 5+ years of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO, or Insurance Industry
  • In-depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools