Dedicated Team Lead for Customer Experience Delivery

2 days ago

Pasig, National Capital Region, Philippines beBeeContactCenter Full time ₱350,000 - ₱550,000
Job Title:

Customer Service Supervisor

Overview

We are seeking an experienced Customer Service Supervisor to lead our team of agents in a dynamic contact center environment. The successful candidate will be responsible for managing day-to-day operations, driving performance, and ensuring service excellence across client campaigns.

Key Responsibilities

  • Supervise and support a team of contact center agents to meet performance targets and client SLAs.
  • Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.
  • Provide coaching, feedback, and performance evaluations to drive continuous improvement.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.
  • Analyze performance reports and implement action plans to address gaps.
  • Foster a positive, high-performance team culture focused on customer satisfaction.

Qualifications

  • Diploma or degree in Business, Communications, or a related field (preferred).
  • 2+ years of experience in a supervisory role within a BPO or contact center.
  • Strong leadership, coaching, and communication skills.
  • Solid understanding of contact center KPIs, tools, and technologies.
  • Proficiency in Microsoft Office and CRM/contact center platforms.
  • Ability to work flexible shifts, including weekends or holidays.

Benefits

  • HMO, Medical and Dental coverage
  • Free meal during training
  • Career growth and learning
  • Allowances (Rice, Clothing, Laundry, Meal)
  • Performance and loyalty bonuses
  • Frequent disinfection, fogging of workplace
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events
  • Sharpen your social skills while meeting awesome people and making new friends
  • Plus, more 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.

Conditions of Employment

  • Must be authorized to work in the country where the job is based.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Equal Opportunity Employer

MCI does 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.

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