Customer Service Team Lead

6 days ago

Mabalacat, Central Luzon, Philippines beBeeLeadership Full time ₱600,000 - ₱900,000
Job Title: Customer Service Team Lead

This role oversees daily activities and performance of team members. They monitor attendance, call coverage, claim procedures, and quality standards.

  • Reviews daily activities and performance of the team.
  • Tracks, reports, and maintains quality, attendance, productivity, and service measures.
  • Ensures the team meets client metric obligations.
  • Handles escalated customer calls as needed.
  • Notifies Operations Manager daily of all issues arising from customers and employees.
  • Monitors associate calls for quality standards and provides constructive feedback.
  • Supports training programs and coaches toward performance improvement of associates.
  • Conducts informal and formal performance reviews and does corrective action as necessary.
  • Attends client meetings and provides recommendations for program and call center improvements.
  • Contributes to decisions related to systems, tools, and processes.

Key Responsibilities:

  • Lead a team of customer service representatives.
  • Monitor and report on team performance.
  • Ensure client metric obligations are met.
  • Provide coaching and training to associates.

Requirements:

  • 2-5 years of experience in coaching and supervision.
  • Previous call center and/or insurance experience.
  • High proficiency in the English language.
  • Computer literate with intermediate skill level in MS Office.

Personal Competencies:

  • Plan and organize work of others.
  • Drive performance execution and results.
  • Problem-solving and decision making.
  • Motivation and development of others.
  • Support collaboration.

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