Customer Service Team Leader

Job Title

Customer Service Team Leader

Join our team as a Customer Service Team Leader and take on the challenge of leading a high-performing team of customer service professionals.

This is a full-time, on-site position. You will be responsible for supervising and coaching a team of customer service agents, providing guidance and support to ensure team success and client satisfaction.

The ideal candidate will have excellent leadership and communication skills, with a proven track record of delivering results in a fast-paced environment.

About the Role

• Lead a team of customer service agents, providing guidance and support to ensure team success and client satisfaction.
  
• Develop and implement strategies to improve team performance and productivity.
  
• Coach and develop team members to achieve their full potential.
  
• Collaborate with internal teams to drive business results and improve client satisfaction.
  

Responsibilities

• Supervise and support a team of 15–25 front-line agents handling inbound calls.
  
• Coach team members on customer service best practices and performance improvement.
  
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
  
• Conduct regular performance reviews and provide actionable feedback.
  
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
  
• Manage scheduling, payroll submissions, and workforce planning.
  
• Support hiring, onboarding, and disciplinary actions as needed.
  

Requirements

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
  
• Associate's degree or equivalent combination of education and experience.
  
• Strong communication, leadership, and interpersonal skills.
  
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
  
• Experience with call center tools and performance metrics (KPIs, SLAs).
  

Benefits

• HMO Coverage plus a dependent allowance.
  
• Dental Coverage.
  
• In-house dental assistance worth ₱5,000.
  
• Free meal during training.
  
• Career growth and learning opportunities.
  
• Allowances for rice, clothing, laundry and meals.
  
• Performance and loyalty bonuses.
  
• Frequent disinfection, fogging of workplace.
  
• Opportunities for growth and promotion.
  
• Employee shuttle services.
  
• Company retreats and off-site events.
  
• Social and networking opportunities with colleagues.
  
• Additional in-office rewards, raffles, recognition gifts, and treats.
  

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
  

Equal Opportunity Employer

We are an equal opportunity employer and welcome applications from diverse candidates.

We do not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

About Us

We are a leading provider of customer service solutions, dedicated to delivering exceptional experiences and driving optimal performance.

We help our clients take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

Contact Us

Please contact us at [insert contact email] or [insert contact phone number] for more information about this opportunity.

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