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Customer Service Team Lead

1 week ago

Pasig, National Capital Region, Philippines Mass Markets Full time
Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a highly skilled Call Center Customer Service Manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients. This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific sales objectives and support the call center in all facets.

The ideal candidate will be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. This is a full-time, local, on-site position that requires employees to report to work at one of our physical contact center locations.

Key Responsibilities:
  • Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
  • Responsible for coaching and developing reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Direct workforce management activities and set performance goals and objectives accordingly.

Candidate Qualifications

The ideal candidate will be highly motivated, energetic, and dedicated. Required qualifications include:

  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Experience with data-entry utilizing a computer.
  • The ability to read and speak English fluently.
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+).
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • Ability to work regularly scheduled shifts within our hours of operation including the training period.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
  • Highly reliable with the ability to maintain regular attendance and punctuality.