Client Service Lead

7 hours ago

Mabalacat, Central Luzon, Philippines beBeeLeadership Full time ₱600,000 - ₱1,200,000
Client Service Lead

The Client Service Lead is a key position that requires exceptional leadership skills to manage and motivate a team of professionals. This role involves overseeing the daily activities and performance of the team, ensuring they meet client metric obligations.

  • Key Responsibilities:
  • Review and monitor the team's daily activities and performance, including attendance, call coverage, and quality standards.
  • Track, report, and maintain quality, attendance, productivity, and service measures.
  • Ensure the team meets client metric obligations by providing constructive feedback and corrective action when necessary.
  • Handle escalated customer claims as needed.
  • Notify the Operations Manager of all issues arising from customers and employees.
  • Conduct informal and formal performance reviews, administer progressive discipline as necessary, and attend client and/or program specific meetings.
  • Assist the Manager and HRD by reporting changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation, and illness.
  • Develop Experts' customer service capabilities through regular coaching, provide them with practical tools to proactively manage their call quality, conduct call assessments, and in-game/moment feedback.
  • Provide floor support for the center, refer to other colleagues/departments where appropriate, ensure all Experts understand and implement company policies and operating procedures.
  • Carry out performance management activity, including performance improvement plans (PIPs), through to formal disciplinary action, ensuring consistency across the center.
  • Build and maintain a high level of morale in teams to assist with productivity, conduct regular R&R activities, and act as a role model of Asurion's core values and leadership principles.

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