Customer Care Team Lead

2 days ago

Makati City, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

Job Title:

Customer Care Team Leader

This role is responsible for leading and developing a team of at least 10 customer care executives to promote customer advocacy while ensuring productivity and service level standards are met.

Key Responsibilities:

  • Leadership:
    • Model values and attitudes
    • Be available, reliable, and attentive to both team members and customers
    • Implement contact centre best practices daily
  • Customer Advocacy:
    • Support agents with escalations, call-backs, complaints, and ICF
  • Employee Development & Engagement:
  • Productivity Improvement:

Develop and maintain strong relationships with peers, support groups, and internal partners.

Critical Accountabilities:

  1. Operational efficiency, including monitoring service levels, attendance, coaching, and HR administration
  2. Supporting and developing CCEs to improve FCR, ICF, and customer satisfaction scores
  3. Managing escalations and ensuring timely resolution of customer concerns
  4. Fostering employee engagement and maintaining coaching compliance

Key Decisions:

  • Setting team and individual KPIs, recommending actions, and managing team size and performance metrics

Qualifications:

  • Graduate of a 4-year course, preferably in Business or Finance
  • At least 3 years of experience as a Customer Care Supervisor managing a team of 10 or more, preferably in the insurance or financial industry

Personal Characteristics:

  • Leadership, analytical skills, customer-centric attitude, detail-oriented, organized
  • Proficiency in MS Office, strong communication, presentation, and facilitation skills

About the Role:

As a customer care team leader, you will be responsible for leading and developing a team of customer care executives to promote customer advocacy while ensuring productivity and service level standards are met.

Key Skills:

  • Leadership
  • Communication
  • Problem-solving
  • Team management

Benefits:

We offer a competitive salary and benefits package, including opportunities for career growth and development.

How to Apply:

To apply for this role, please submit your resume and cover letter.

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