Senior Customer Service Team Lead

4 days ago

Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

**Job Overview:**

We are seeking an experienced Team Lead to oversee the daily operations of our Contact Center team. As a key member of our management team, you will be responsible for driving performance, coaching and mentoring team members, and ensuring exceptional customer service is delivered consistently.

The ideal candidate will have a strong background in customer service management, excellent communication and interpersonal skills, and the ability to lead by example.

Key Responsibilities:

  1. Team Management: Directly manage CSO/ESO/OCO by monitoring and reviewing their performance, preparing, analyzing data and trends, identifying and resolving issues and concerns, guiding and managing process improvement initiatives, and planning and implementing action plans to guide the team goals and objectives.
  2. Cross-Functional Collaboration: Work with internal stakeholders to ensure seamless delivery of customer service, identify areas for improvement, and implement solutions to enhance overall quality and efficiency.
  3. Escalation Resolution: Take escalated calls or emails, answer CSO/ESO/OCO questions, provide guidance through difficult calls or interactions with customers, diffuse difficult situations with customers, and handle issues that cannot be solved at the CSO/ESO/OCO level.
  4. Performance Management: Accomplish Contact Center performance standards by modeling the highest level of professionalism, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, and enforcing policies and procedures.
  5. Continuous Improvement: Identify opportunities for process improvements, develop and implement new procedures, and ensure effective adoption by the team.

**Requirements:**

To succeed in this role, you will need:

  • Bachelor's Degree: In any field.
  • Customer Service Experience: Minimum 3 years of experience in customer-facing roles, preferably in the banking or financial sector.
  • Leadership Skills: Proven ability to lead and motivate teams, coach and develop employees, and drive results.
  • Technical Skills: Proficiency in Microsoft applications and contact center management tools.

About Us:

We are committed to creating a diverse and inclusive work environment where everyone can thrive. We are proud to offer competitive compensation and benefits packages to our employees, including equal opportunity employment practices.

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